At Forge (NYSE: FRGE), we know our team is our greatest asset. As technology innovators in the private market, our vision is to deliver a richer future for everyone. We live that vision through our values of being bold, humble and accountable. We experience the value that our vision brings to the world every day, helping the teams behind the greatest innovations of our generation, from space travel to planet-saving, plant-based nutrition and more.
Our mission is to empower more people to exercise ownership in the world’s leading private companies via a world-class technology platform with access to the largest network of buyers and sellers in the world. With liquidity solutions, exclusive data and insights, a custody offering, and a vibrant marketplace, Forge’s goal is to build the best-in-class technology infrastructure to power a global private market that is transparent, accessible and seamless for companies, their employees and investors.
Through Forge, employees can sell their private shares, employers can reward shareholders with pre-IPO liquidity and individual and institutional investors can participate in private unicorn growth.Forge's differentiated global marketplace addresses rising demand among individual and institutional investors for exposure to private company stocks and it is building a growing network effect with defensible competitive advantages. The Forge marketplace has over 440,000 registered users and private shares have traded in more than 500 companies since inception, representing over $12 billion in volume across over 21,000+ transactions.Our ability to offer these powerful financial solutions has generated incredible interest from investors, demand from customers, and a need to grow our team to meet the needs of more companies, teams, and innovators in this way.
The Role:
We are seeking a dynamic Director, Customer Experience to play a critical role in driving the company's product adoption, overseeing product demonstrations with clients, partnering with product and sales on go-to-market strategies, and providing customer insights to stakeholders. The ideal candidate will possess a blend of business acumen, market insight, project management skills, empathy for customer needs, and cross collaboration skills to guide our product adoption to new heights. Location: This will be a hybrid role where you’ll be onsite 2-3 days a week in our San Francisco or New York office.
Responsibilities:
- Customer Success: Resolve issues for customers with our product, with ongoing updates of new features, continually delighting them with a positive, customer-centric attitude.
- Driving Customer Goals: Serve as a key liaison to align customer goals with product capabilities. Serve as a key liaison between the Sales team and product team, providing customers perspective, gather customer feedback and inform product strategy.
- Go-To-Market Strategy: Collaborate with the product, sales and marketing teams to develop and implement effective go-to-market strategies for new product launches and updates, ensuring our products meet customer needs and achieve maximum penetration, in alignment with the company's objectives.
- Customer Engagement: Lead high-impact demonstrations of our products to customers, showcasing the value and capabilities of our solutions. Provide Customer support tailored to customer’s needs and ensure customers have resources and training as needed to use the product fully.
- Client & Prospect Outreach: Coordinate and execute proactive customer engagement and outreach programs to build and maintain relationships with clients and prospects, gathering feedback to inform product development.
- Cross Collaboration: Foster a culture of innovation, collaboration and accountability.
- Market Analysis: Conduct market research to identify trends, opportunities, and competitive threats, identify opportunities to expand TAM, leveraging insights to inform product development and positioning.
Qualifications:
- 6 to 10 years experience in Customer Success, Product, Operations or Sales role
- Financial services experience
- Knowledge of Sales/Operations/Product workflow
- Excellent communication and project management skills
- Private secondary market knowledge
For residents of San Francisco/Bay Area, CA or New York, NY the annual salary range for this role is $165,000 - $175,000 + annual bonus. Final offers may vary from the amount listed based on geography, candidate experience and expertise, annual bonus, and other factors.
Forge implements a mandatory COVID-19 Vaccination Policy, which applies to all employees. All employees covered by this policy are required to be fully vaccinated as a term and condition of employment at Forge. Employees are considered fully vaccinated two weeks after completing primary vaccination with a COVID-19 vaccine, with, if applicable, at least the minimum recommended interval between doses. Employees must provide truthful and accurate information about their COVID-19 vaccination status, and, if applicable, their testing results as of the first date of their employment.
Employees may request an exception from this mandatory vaccination policy if the vaccine is medically contraindicated for them or medical necessity requires a delay in vaccination. Employees also may be legally entitled to a reasonable accommodation if they cannot be vaccinated because of a disability, or if the provisions in this policy for vaccination conflict with a sincerely held religious belief, practice, or observance. All such requests will be handled in accordance with applicable laws and regulations.
Forge is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
