Customer Engagement Manager

| Greater LA Area
About Spring Labs:
We’re reinventing the model for data ownership and changing how information is exchanged by creating the Spring Protocol — a blockchain-based protocol that enables competitively-sensitive parties to exchange information directly, and in a fundamentally new way.
We’re a Series A company who has raised more than $38m in funding from some of the top VCs in the world, including August Capital, General Motors Ventures, RRE, Pritzker Group, Jump Capital, Galaxy Digital, Multicoin Capital, and Wavemaker Genesis.
The first use cases for the Spring Protocol are focused on building a more secure and cost-effective financial services solution for credit and identity data, effectively disrupting the existing bureau system used today. To date, we’ve signed partnerships with more than 25 of the world’s leading fintechs and financial institutions. (You can read more about these partnerships by clicking here and here.)
We're a rapidly growing team of 35 entrepreneurs from backgrounds such as Snap, Google, Microsoft, Apple, Goldman Sachs, the NSA, Avant, Harvard, Deloitte, HSBC, and more, and if you're someone who wants to work at the bleeding edge of nascent technology, push yourself and collaborate with a resourceful and highly-motivated team, and strive to build a more secure, open, and transparent world of data sharing, then we would love to hear from you!
We're currently seeking a technically savvy Customer Engagement Manager who has a proven track record for driving results. 
 
The Customer Engagement Manager (CEM) will work with customers to integrate into Spring Labs protocol, and to help identify opportunities for new products with existing customers. This role will be responsible for building and fostering exceptional customer relationships, implementing success programs that drive revenue and exceptional client on-boarding/training, while minimizing churn. Additionally, the CEM will provide insights on client-to-business interactions, drive to improve customer experience through product support, while effectively handling customer inquiries. 
 
The ideal candidate has strong interpersonal skills, is organized and analytical, possesses an aptitude for learning new software products, and communicates effectively.
 
Responsibilities
Help manage customer on-boarding, to include technical integration, vendor review, and post-implementation support across a portfolio of clients
Create and manage KPIs and scorecards to track customer success, to include timelines, key milestones, and product usage by client
Analyze customer data to improve the customer experience
Respond to customer inquiries, following through to resolution
Based on customer feedback, recommend new product features
Actively contribute to product design and product development
Host product demonstrations for customers
Evaluate and make improvement to tutorials and other communication infrastructure

Qualifications

  • BA / BS degree or equivalent experience
  • 5+ years’ experience in customer-facing communications, customer service, contact center management, and/or program management
  • 2+ years’ experience managing a partner relationship focused on customer support operations
  • Strong project management skills, in a fast paced environment with competing priorities
  • High aptitude for learning new technical products and software

Equal Opportunity Statement:
We are an equal opportunity employer and value 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • RustLanguages
    • ReactLibraries
    • Web3Libraries
    • ConnexionLibraries
    • OpenAPILibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • SEMrushAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SquarespaceCMS
    • SalesforceCRM
    • MailChimpEmail

Location

Sailing lessons, parasailing over the marina, cycling to Venice Beach, unique bars and restaurants are just a few reasons we love working here.

An Insider's view of Spring Labs

What’s the vibe like in the office?

There's a lot of chemistry. As unoriginal as it may sound, we're all really good friends. And great relationships foster communication and collaboration, which have a hugely positive impact on our day-to-day work.

Ashwini, PhD

Chief Information Security Officer

What unique initiatives do you have that encourage innovation?

At Spring Labs, we’re big believers in proactive accountability. We empower our employees with the responsibility and the information they need to make impactful business decisions. The best organizations are able to run autonomously, which is why we facilitate an environment that encourages proactivity and accountability.

Adam

Co-Founder and CEO

What are Spring Labs Perks + Benefits

Spring Labs Benefits Overview

We value the individual and the team. People are most productive when they're a part of a healthy work environment, which is why we make a concerted effort, in everything we do, to foster an innovative and collaborative culture that is rooted in humility, inclusiveness and overall respect.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
We match 4% of contributions up to 4% of an employee's annual gross pay.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Onsite Gym and weekly Yoga
Relocation Assistance
Our relocation assistance plan offers a maximum reimbursement of $5000.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.

Additional Perks + Benefits

Although we host weekly Spring Lab's dinner and game nights, our employees can often be found playing ping pong, planning moves on the office's shared chess board or going to lunch, happy hour, dinner or karaoke together. We love our culture and want to ensure each new hire is not only highly accomplished in their field, but also a perfect fit.

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