With over $3 billion in bookings of experiences, the
Peek.com platform combines powerful business software with an award-winning marketplace for consumers to book fun things to do like wine tours, watersports, skydiving, art classes, and more. The Peek Pro software suite provides world-class online booking, point-of-sale, and hundreds of automation tools such as inventory management, dynamic pricing, waivers, and marketing analytics. Thousands of operators like the Museum of Ice Cream, Artechouse, and Jam NOLA have grown their businesses and automated their operations with our technology.Peek follows a “remote-first” philosophy, with our team of over 250 Peeksters distributed across exciting locales such as San Francisco, New York, Austin, Nashville, Salt Lake City, Santiago, Medellin, and beyond. Having secured funding exceeding $100 million from esteemed backers like Westcap and Goldman Sachs, we continue our mission to connect the world through experiences.PS: In 2021, Peek was not only recognized with a coveted position on Forbes America's Best Startups Employer list but also celebrated an honor from Newsweek with their Future of Travel award 🚀.
And the accolades don't stop there! We're ecstatic to announce our #14 ranking on the a16z Marketplace 100 for 2023! 🎉
Key Responsibilities:
1. Leadership and Team Management:
- Lead, mentor, and develop a high-performing team of Customer Service Managers
- Foster a collaborative and high-performing team culture that emphasizes professional growth, accountability, and continuous improvement
- Conduct regular performance reviews, provide actionable feedback, and identify development opportunities
2. Customer Success Strategy
- Define and execute the Customer Success strategy, focusing on customer retention, expansion, and advocacy
- Monitor key performance indicators (KPIs) and churn rate to ensure team success
- Take a front-line role in Renegotiation and Revenue Uplift endeavors
3. Operational Excellence:
- Develop and refine workflows, playbooks, and best practices for managing customer accounts effectively
- Use data-driven insights to identify trends, anticipate customer needs, and proactively address challenges
- Oversee escalations, ensuring swift resolution of customer issues and a seamless experience
4. Customer Engagement and Advocacy
- Act as an advocate for customers, ensuring their feedback is communicated to internal teams to improve products and services
- Build and nurture relationships with key stakeholders, ensuring they see value from our solutions
- Represent the voice of the customer during strategic planning sessions
- Build and maintain strong relationships with clients, ensuring their needs are met and expectations are exceeded.
Qualifications:
- Bachelor’s degree in Business, or related field preferred
- Minimum of 5 years of experience in a Customer Success environment, preferably within SaaS
- Proven leadership skills and experience managing a team.
- Strong project management skills, with a track record of delivering projects on time and within budget.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment.
- Familiarity with SaaS products and the technology sector.
Perks & Benefits
Peek invests in our employee’s health and well-being. We’ve built our benefits package around our Peekster’s needs including full health care, dental, and vision plans, paid parental leave, company recharge at the end of the year, and competitive compensation packages that include significant equity upside that allows you to share in Peek’s long-term success.This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers.
The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data. Beginning on July 1, you may locate and view the UnitedHealthcare MRFs on the UnitedHealthcare public site by going to transparency-in-coverage.uhc.com.Peek Travel Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.
If you are unable to apply because of incompatible assistive technology or a disability, please contact us at talent@peek.com. We will make every effort to respond to your request for disability assistance as soon as possible.
