Customer Success Associate at Promenade (Santa Monica, CA)

| Santa Monica | Hybrid
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BloomNation is scaling rapidly as one of the premier SaaS & E-commerce startups in Silicon Beach! As a Customer Success Associate, you will play the vital role of being the primary relationship driver between BloomNation and thousands of florists who use our platform. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction.

This role is best suited for someone who is passionate, empathetic, driven, and wants to build strong relationships. We are looking for someone who is highly detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations.

 

More specifically, you will be…

  • Diving into the analytics on our top florists' accounts and helping them become more successful on our platform
  • Handling a high volume of user support requests via email, phone, and live chat
  • The first point of contact for both BloomNation customers and florists
  • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team
  • Acting as an advocate for BloomNation users and providing them with outstanding service while resolving issues in a timely and efficient manner
  • Identifying trends and inefficiencies to enhance the support process and improve the user experience
  • A product evangelist! Helping customers and florists use BloomNation to change the way flowers are sent around the world!

 

What’s in it for you…

  • $17.31/hr + bonuses up to $5k/yr
  • Equity/Stock options in a profitable and rapidly growing company
  • Great Medical/Dental/Vision coverage
  • 15 days accrued PTO + 6 days accrued sick leave
  • Transportation coverage in the form of parking, rideshare, or metro credit
  • Fully stocked snack bar & weekly catered lunches
  • Company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
  • Ability to mold your career and make an immediate impact
  • Flowers, flowers, and more flowers!
  • A fast-paced and fun work environment with an eclectic group of people from all over the world

 

You will excel if you are...

  • A natural people person and relationship builder
  • Passionate about serving small businesses and being apart of a growing startup
  • Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence
  • Excellent at writing, phone, and email communication
  • Friendly, optimistic, and have a caring demeanor
  • Able to work well under pressure and with tight deadlines
  • Experienced in online-based customer support experience including phone, email, and/or chat

 

 

More about us - BloomNation (bloomnation.com)

BloomNation is the online marketplace that is disrupting the multi-billion dollar retail floral industry. In 2011, we set out to create the nation's premier network for local florists to list, display, and send their unique, handcrafted bouquets to customers across the country. We have since built industry leading software solutions and e-commerce sites that have helped boost our florists' online revenue by an average of 30% in the first year. In the same way you have seen Uber and AirBnB change consumer behavior, BloomNation has already dramatically changed the way flowers are bought and sent online, and we show no signs of slowing down.
 

Additional highlights…

  • Backed by premier industry investors such as Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.)
  • Named one of Entrepreneur’s “5 Sizzling Silicon Beach Startups to Watch”
  • Located one block away from the beach on the world famous 3rd Street Promenade in Santa Monica

 

Why join BloomNation?

We are still early enough that equity matters... a lot… BloomNation has become a hub for Silicon Beach's top talent and we are in the process of scaling our still small (~50 person) team to it’s full potential. Come join us if you are an entrepreneur at heart and want to be a leader in your area of expertise.

If you are passionate, eager, and ready to learn, you will thrive here!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • MobXLibraries
    • Node.jsFrameworks
    • GraphQLFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Elastic SearchDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • SalesLoftCRM
    • ChiliPiperCRM
    • MailChimpEmail
    • MandrillEmail
    • MarketoEmail
    • MarketoLead Gen
    • Social MediaLead Gen

Location

We sit right on top of the world famous 3rd Street Promenade. You are steps away from endless food options, shopping, and the Ocean!

An Insider's view of Promenade

What's something quirky about your company?

The quirkiness of Promenade is rooted in the entire team! Promenade has done an amazing job hiring a team that is not only talented & motivated, but diverse in their individual personalities & interests. Whether it be discovering new music, foods or sales tactics, the team is continuously learning from each other's individual quirks!

Tracy

Implementation Manager

How do you collaborate with other teams in the company?

People are genuinely invested in each others success and my peers and superiors share their expertise with me to make sure that we're all successful. The organizational structure is extremely flat - this intentional lack of egos helps the whole team drive towards a collective goal all the while genuinely having fun and improving at the same time.

Shehab

Account Executive

What are some things you learned at the company?

Working at Promenade is amazing because my direct contribution is reflected in the company's success. While working as part of a larger team of vibrant and thoughtful individuals, I have experienced growth in my personal business acumen and sales skills. I look forward to watching Promenade continue to grow and help small local businesses!

Amber

Account Executive

How does your team reward individual success?

Whether you’re trying out something new that will help the team or just simply excelling at your day-to-day responsibilities, your Promenade family will recognize it. We will do anything from a shout out at a company-wide meeting during AppreciationNation to bringing in your favorite food and take some time to celebrate you!

Seidy

Sales Development Representative

What are Promenade Perks + Benefits

Promenade Benefits Overview

Besides all of the expected perks of a tech startup located in the heart of downtown Santa Monica, we offer "Zen days". For an hour on Wednesday, we practice Zen teachings guided by a professional of either meditation, yoga, stretching or some kind of hybrid of all of the above. Then, once a month, we extend this session for the rest of the day and encourage everyone to find their own way to unwind and re-center themselves.

Culture
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
health and counseling
Team workouts
Mental health benefits
employee assistance program counselors
Financial & Retirement
401(K)
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

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