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Head of Enterprise Deployment and Customer Success 

Customer Care | New York, NY | Full Time

Job Description

 

About Everplans

We're an NYC-based, venture-backed technology company that helps people organize, share, and keep all the critical information, wishes, and documents they need, and that their family may need, up-to-date and at their fingertips. Through a combination of original content, a personalized guidance engine, and an intuitive digital vault, people can say goodbye to sticky notes around the computer, old file folders underneath the bed, and out-of-date paperwork.

Everplans is primarily distributed via financial professionals to their clients, through insurance and financial services organizations to their policyholders and customers, and as a benefit employers offer their employees. 

 

About the Position

As our Head of Enterprise Deployment and Customer Success you will be responsible for driving world-class post-sale customer success and experience for every Everplans customer, big and small.

You will own and evolve all of Everplans’ existing enterprise deployment, customer success, customer support, customer experience functions as well as future professional services capabilities. You have a track record of managing customer success, enterprise go-to-market deployment, support, and services at scale for a SaaS organization. You have worked with customers ranging from individuals, to SMB to large Fortune 1000 enterprise clients. Included in your experience is a proven ability to design outstanding systems and operationalize processes to deliver success in all of these areas.

At Everplans you will build and manage a team, develop deep operational oversight over metrics and execution, and build strong systems and processes. You will foster a culture of exceptional enterprise delivery, including knowing our B2B and B2C customers inside and out, and understanding their needs along every step of their journey. 

You will insure that our new and existing relationships with Enterprise partners are successful and ready for continued growth--this includes working with our clients’ key contacts to ensure smooth delivery of services and technology, programs such as client training and education, and close communication on co-branding and co-marketing efforts. As we grow the business you will personally manage select key enterprise accounts. 

You’ll focus on creating strong, long-lasting, trusted relationships with external partners and customers as well as internally within our company. This role requires deep expertise in critical, strategic thinking, with the ability to be agile and engage in consultative solution development. 

You're a doer, and a builder. You will report to the co-founder and Co-CEO, and will work closely with all senior leadership. As a critical part of the Everplans family, you’ll help to develop a supportive, positive, and collaborative work environment.

 

Here’s what you’ll do day-to-day

  • Motivate, lead and build our enterprise deployment, customer success, and customer support teams

  • Build an outstanding professional services organization to support B2B customers from onboarding and training through long-term engagement of Everplans 

  • Maintain and grow existing relationships to propel user engagement and success

  • Be and represent the voice of the customer at every step along the way to influence internal stakeholders

  • Develop exciting ROI stories for B2B partners, and create company evangelists by offering exceptional service

  • Architect and manage the customer journey in order to deliver customer success expectations and business value to all of our customers Design and build outstanding operational systems and controls to run enterprise deployment and customer success at scale effectively

  • Manage metrics like expansion, renewal, churn, and customer satisfaction and engagement


 

You should already have...

  • 15+ years leadership in post-sales, customer success, account services and/or support

  • Experience working in SaaS, B2B, B2B2C environments

  • Excellent communication skills and the ability to speak with everyone in an organization from Receptionist up to C-level executive

  • Proven leadership, decision-making, execution skills and ability to drive accountability

  • Experience in Enterprise program deployment of large Enterprise clients

  • Unwavering passion for helping people in all that you do

  • Ability to think like an entrepreneur - a drive towards possibilities not a focus on obstacles

  • Experience communicating and working closely with sales, product and technical teams

  • Willingness to travel as necessary 

  • A fierce belief in our product and mission

  • Experience with insurance and financial services is a plus

 

Our offices are located in the Union Square/Flatiron area. The position includes full benefits (medical/dental/vision/401K), equity, and competitive compensation.  

Everplans is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.