Salon Success Manager - One to Many Education (GMT-4)
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About Phorest
Would you like to help create the future of a product used by thousands of businesses and millions of consumers? Phorest Salon Software powers over 10,000 hair and beauty salons in the UK, Ireland, Germany, Australia, Finland, the USA, and Canada, and the platform processes 7 million appointments a month for hair and beauty consumers.
Our system touches every point of the salon experience - from the in-salon software appointment calendar and CRM with a fully integrated marketing suite to staff apps to payments. We are also the window through which the salon provides their end customer with an amazing experience through custom native apps, eCommerce, and online bookings. Why? Because we want to help salons find their dream clients and get them back more often and spending more.
The Opportunity
We are seeking a driven, enthusiastic, and passionate individual to join our Grow Team (Phorest Customer Success Team) to serve our salons in North America. The salons you will serve are eager to grow their business and need a dedicated Salon Success Manager to help them utilize Phorest to reach their business goals. The ideal person will take a consultative approach with their clients and is someone who enjoys collaborating with their team members to share best practices on how to deliver best-in-class service to our salons.
What you will do
Manage a book of clients to increase the adoption and utilization of Phorest
Present your strategy for webinars, messaging and themes for client education and engagement every quarter to your manager
Proactively identify upsell opportunities within your group to increase MRR
Conduct weekly office hours meetings to build rapport, showcase the value of Phorest, and spot gaps for growth to help salons become more successful
Host bi-weekly education sessions on different topics to help your salons get the most out of our the Phorest Software
Own all client escalations within your group and liaise with different departments in the business to ensure a positive resolution for the client
Identify ‘at-risk’ clients and work with them to become healthy Phorest users
Reduce churn by showing the value of Phorest through education and proactively reaching out to your group using other channels
Reach out to salons who submitted a detractor NPS score and work on a resolution to turn them into happy customers
Report on your group’s success metrics, insights, customer engagement and churn reasoning quarterly
Be the voice of your group - bringing valuable feedback to relevant teams in particular the product team & North American management team
Use tools such as Gainsight and Looker to identify clients to market your education sessions to
Who you are
2+ years of experience in a customer-facing role (Customer Success Management, Account Management or similar)
Sales, negotiation and objection handling
Relationship management - able to build relationships that support a stellar customer experience
Outstanding customer service skills and a passion for helping salons achieve their goals
Can work independently, with a highly collaborative approach
Exceptional written and verbal communication skills
Self-starter, detail-oriented, and with the ability to take initiative and prioritize
Strong empathy, resilience, and emotional intelligence
Comfortable using data to drive decisions and back our qualitative insights
The ability to deliver and market one-to-many education to your client group
Experience with Gainsight will be an advantage
Benefits
🧘 Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.
💰 Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options.
🤓 Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources, including LinkedIn Learning.
😎 We like to have fun, build camaraderie through social events.
👯 Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group.
Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
- Department
- Customer Experience
- Locations
- USA
- Remote status
- Hybrid Remote
USA
We believe you will like it here
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Innovation at Scale
Phorest is at the forefront of technological innovation. Join us and work on cutting-edge projects that challenge you to think outside the box and bring your boldest ideas to life.
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Meaningful Impact
Your work at Phorest will impact millions of users in the beauty industry. From small salons to large enterprises, your contributions will shape how businesses operate and thrive.
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Collaborative Environment
We believe in the power of collaboration. You'll be part of a diverse and inclusive team that fosters a culture of learning and growth.
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Flexibility
We understand the importance of work-life balance. With flexible work arrangements, you can excel in your career while maintaining a healthy lifestyle.
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We Grow Our Own Timber
At Phorest, your development matters. We provide ample opportunities for skill enhancement, career advancement, and attending industry events like ShipitCon.
A unique company culture
Our corporate culture reflects our character and personality as a business. When we ask our team what they enjoy most about Phorest and their job, our culture has almost always been the answer.
And at Phorest, everyone has a role to play in shaping and nurturing that culture. We radiate positivity. We want everyone to feel welcome and supported to be fully involved at work.
About Phorest
Phorest Salon Software is used by 155,000+ salon professionals worldwide. Known globally for having the best salon marketing tools, Phorest leads with innovation and touches every point of the salon experience.
Founded as a technology company, today it represents so much more. In 2023, Phorest empowers the Beauty Industry to grow its businesses not just through innovation in technology, but also through personal growth mentoring and support.
Salon Success Manager - One to Many Education (GMT-4)
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