Customer Success Associate

Santa Monica, CA /
Customer Success /
Full-time
Promenade 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 Promenade and the valued floral partners 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 entry-level role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations.

More specifically, you will be:

    • Handling a high volume of user support requests via email, phone and social media
    • The first point of contact for both Promenade customers and partners
    • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team
    • Acting as an advocate for Promenade users and providing them with outstanding service while resolving issues in a timely and efficient mannerIdentifying trends and inefficiencies to enhance the support process and improve the user experience
    • A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community.

What’s in it for you:

    • Equity/Stock options in a profitable and rapidly growing company
    • Great Medical/Dental/Vision coverage
    • Tons of growth opportunities, with the ability to make an immediate impact and mold a career in tech
    • 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.)
    • 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
    • An excellent communicator, both in writing and over the phone
    • Friendly, optimistic, and have a caring demeanor
    • Adept at working well under pressure and with tight deadlines
    • Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat

More about us!

Promenade focuses on crafting tailored solutions for individual business sectors to help businesses grow and thrive online. Whether for a local flower shop or a pizzeria, Promenade uses cutting edge technology to bring businesses directly to people’s phones, tablets, and computer screens. Promenade, originally known as BloomNation, set out in 2011 to create the nation’s premier network for local florists to list, display, and send their unique, handcrafted bouquets to customers across the country. BloomNation’s online marketplace went on to disrupt the multi-billion dollar retail floral industry and dramatically changed the way flowers are bought and sent online. Promenade leverages this experience and expertise to help local businesses in other industry verticals thrive online.r

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 Promenade?

We are still early enough that equity matters... a lot… Promenade 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!