About the team
Customer Success makes sure that our customers have a great user experience.  We are a high-energy group and work closely with the departments. The company relies on us to maintain customer satisfaction and high retention rate.

Guideline’s Account Coordinators are responsible for supporting all Guideline clients and oftentimes can be the first interaction a customer has with Guideline.

– Lead a team of Account Coordinators with a focus on coaching and professional development, while setting performance expectations
– Identify, report, and continuously improve on team KPIs, such as CSAT, Time to resolution, Time to first response, etc.
– Collaborate with cross-functional stakeholders to optimize processes and create product enhancement aimed at improving the overall customer experience
– Manage customer escalations through phone and email
– Advocate for our clients with internal stakeholders

– 5+ years experience in a client facing role, ideally in the SaaS or Fintech industry
– 2+ years experience managing a team of high performing individual contributors
– Experience with reporting and analyzing data, as well as delivering action plans against these results
– Proficient in Salesforce, Zendesk, or other CRM tool
– Passionate about technology, as well as experience in using technology to deliver customer solutions
– Flexible – we’re moving fast, so the ability to constantly adapt to new conditions is a must
– Bachelor’s degree

More About Guideline
Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Offer Package
The Salary Range for this position is $75,500 – $92,000 annually.  Compensation is determined by numerous factors such as your qualifications, experience, and work location.

Additional benefits:
– Flexible vacation policy
– Company equity
– 401(k) with matching contributions
– 100% paid employee insurance coverage
– Annual learning and development stipend
– Parental leave
– Sabbatical after 5 years of employment

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