Hiring Location

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
• Canada: Ontario, Quebec

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

We are seeking a driven and passionate individual to join our Grow Team (Phorest Customer Success Team) to serve our salons in North America. If you’re someone who demonstrates a positive and proactive attitude, embraces challenges with enthusiasm, and fosters a team-oriented and supportive work environment, then this is the role for you. The salons you will serve are eager to grow their business and need a dedicated SSM 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'll Do

• Manage a book of clients to increase the adoption and utilization of Phorest.

• Proactively identify upsell opportunities within your group to increase MRR.

• Conduct quarterly business reviews to build rapport, showcase the value of Phorest, and spot gaps for growth to help them become more successful.

• Own all client escalations within your group and liaise with different departments in the business to ensure a positive resolution for the client.

• Work closely with Product Marketing and Business Systems teams to continuously improve how you engage with your group.

• Identify ‘at-risk’ clients and work with them to become healthy Phorest users.

• Reduce churn by showing the value of Phorest through business reviews 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.

• Track all communications and activity with clients through Gainsight (our customer success platform).

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

• Salon industry experience is desirable but not required

• 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 regular 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.