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South Park Commons Fund
South Park Commons Fund

Customer Success Manager



San Francisco, CA, USA
Posted on Thursday, October 13, 2022
<h3>Onboarding Specialist, Remote</h3><p>Market Competisse Salary • Equity</p><h3><strong>About Vori</strong></h3><p>Vori is building the modern operating system for the grocery store. Our technology empowers supermarkets to run more profitable businesses, build great teams, waste less food, and delight their shoppers. Our customers are everyday retail owners and food entrepreneurs who feed communities across America.</p><p>Vori seamlessly connects data across the food supply chain, streamlining operations for grocers and their suppliers while democratizing food supply access. Our world-class team is on a mission to ensure communities have access to the goods they need and love in order to live, work, learn, and play—starting with food.</p><p>We're backed by the Factory, Greylock Partners, Y Combinator, South Park Commons, Village Global, E2JDJ, as well as founders from Instacart and DoorDash, plus product executives from Airbnb, Albertson's/Safeway, and even some early Vori customers.</p><p>Check out our website <a href="http://www.vori.com/">www.vori.com</a>, learn more about our product, 👉 <a href="https://youtu.be/ZpHy3DkpUpQ">here</a>, and more about our team + culture below 👇🏾</p><p><a href="https://www.youtube.com/watch?v=98h2Pwlefyk">https://www.youtube.com/watch?v=98h2Pwlefyk</a></p><h3><strong>About This Role</strong></h3><p>An elegant and memorable onboarding experience is crucial to the growth of Vori and the success of our customers. Vori is looking for our founding Onboarding Specialist — a proactive, highly motivated, technical leader to ensure customer success post-booking and deliver on the promises made during the sales process. You will be responsible for working collaboratively with our customers to support their requirements from onboarding, ongoing support, and professional services engagements. A great candidate for this role will be customer-focused, adept in systems integrations and network topology, and highly motivated to work within a small, high-performing organization to deliver successful customer implementations across America’s most cherished local grocery chains.</p><p>The Onboarding Specialist is expected to work autonomously to prioritize and complete expected goals for a determined number of install projects taken live each month. In addition, you will be expected to self-manage and prioritize what you work on based on customer needs and Vori requirements.</p><p>You must be comfortable with networks and integrations, as well as ambiguity. You must work flexibly in a business with aggressive growth goals. Leveraging your Vori product knowledge and project management skills, you will partner with supermarket owners in order to build out a onboarding plan that will produce a delightful implementation experience within timeline and budget constraints.</p><p>If you're a world class project manager who loves food and fighting to empower small and medium sized businesses in old school industries, join us!</p><h3><strong>What you'll do</strong></h3><ul> <li> <strong>Nurture &amp; Captain the Customer Relationship:</strong> Serve as the role of primary point of contact for all clients post booking by sales — through onboarding, and beyond go live. As the client is transitioned over into the post-onboarding phase of the customer journey, you will continue to be the primary point of contact for issues, upselling, and general relationship maintenance.</li> <li> <strong>Onboard &amp; Train Excellently:</strong> You will dazzle store teams with your knowledge, drive, precision, foresight, friendliness, and clarity of thought. You will train the entire grocery staff on how to leverage the system to create operational efficiencies and positively impact the shopper and associate experience. Be able to speak fluently to all levels of staff hierarchy — from owners, to managers, to sales floor associates. Address blockers head on, and do so gracefully.</li> <li> <strong>Elevate Team:</strong> Advance our internal post-sale workflows (onboarding, customer success) and craft a set of standard operating procedures for the grocery supply chain. You will also collaborate cross-functionally with Design, Engineering, and Product to translate customer requirements into technical solutions — as well as Sales to improve the way we speak about our solution.</li> <li> <strong>Assess</strong> <strong>Site &amp; Networking Design:</strong> You will be responsible for conducting remote site assessments to determine the networking and integration needs of our clients prior to installation and communicate those needs to the project resources. You will partner with an Operations Engineer to configure the POS system to the customers’ unique needs in order to maximize the benefits of their Vori purchase, such as reduced out of stocks, decreased shrinkage, and increased efficiency.</li> <li> <strong>Grow product usage:</strong> You will optimize product stickiness and increase usage through successful customer onboarding, ongoing helpful support, and identifying new opportunities for services and product features.</li> <li> <strong>Evangelize product benefits:</strong> You will deeply understand Vori and articulate complex supermarket operations and supply chain best practices to both technical and non-technical end-users.</li> <li> <strong>Improve customer experiences:</strong> You will develop and contribute technical and process documentation, help train and educate end-users, craft magical experiences during and after onboarding, and optimize customer configurations based on best practices.</li> <li> <strong>Learn from customers:</strong> You will have a deep understanding of user needs and experiences, utilizing these to generate insights in order to improve customer adoption and our product offering.</li> <li> <strong>Mission Alignment:</strong> Help with hiring and establishing a world-class operations culture within the company. Combat food waste &amp; food deserts by transforming how grocery stores operate</li> </ul><h3><strong>What we’re looking for</strong></h3><ul> <li>3+ years implementing complex software with small and medium enterprises</li> <li>Brilliant oral and written communication skills with the ability to influence all levels of the organization, including executive and C-level.</li> <li>Analytical depth in technical concepts and skillful in translating them into business terms to map business requirements into technical features.</li> <li>Ability to explain technical concepts in business-friendly terms to customers, then explain customer needs to internal partners</li> <li>Knowledge of software development process and design methodologies.</li> <li>Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.</li> <li>Deep curiosity and passion for solving customer problems</li> <li>Ability to think through complex system challenges that span bits and atoms</li> </ul><p><strong>Nice To Haves</strong></p><ul> <li>Experience working on payments, vertical SaaS, or supply chain-focused products</li> <li>Experience taking products 0-1, or starting your own company</li> <li>Expressing ideas through visuals and prototyping (Vori uses Figma)</li> <li>Familiarity with at least 1 programming language, or the willingness to learn</li> </ul><h2><strong>What we can give you</strong></h2><ul> <li>Opportunity to work with a world-class, diverse team</li> <li>Competitive salary &amp; equity with employee-friendly terms (early exercise)</li> <li>Personal financial advisor</li> <li>Remote work, with an office when you need it</li> <li>Stipend to set up your home office</li> <li>Regular team events and retreats</li> <li>Unlimited PTO, with minimum 21 days off</li> <li>Generous paid parental leave</li> <li>Health, dental and vision insurance</li> </ul>
Vori is an equal opportunity employer.