Note: Although this is a remote position, we are currently only seeking candidates in the time zones of UTC-0 to UTC+3 or ETC.
Hotjar is looking for a customer-centric, analytical and process-driven leader who is passionate about creating WOW moments for existing and prospective customers by delivering a painless and intuitive inbound sales and onboarding experience, with a focus on retention.
This position will involve building and maintaining a team of both Sales and Success contributors who are focused on quality and putting the customers’ needs first through inbound practices.
We’re looking for someone with experience in managing teams who strive to deliver efficient, memorable and educational interactions, instead of being reliant on pushy, revenue-focused methods. You’ll be working on strategies to empower and help users through self-service resources and onboarding, and devise processes to ensure we scale these approaches as we grow.
The team you develop will work closely with our Legal, Finance and Customer Support (Hero) teams to ensure that customers have a smooth experience getting started and continuing their use of Hotjar. You’ll be expected to create, oversee and improve the processes and resources within our inbound sales pipeline to develop an effortless experience for customers and internal teams alike. We pride ourselves on being timely and delivering quickly, so you’ll be expected to develop the team with these values as a key focus.
In this role you will report to the Director of Customer Experience. This is an excellent remote career opportunity in a key role within a fast growing and innovative tech startup.
You’ll be responsible for:
Leading, training, and mentoring the Customer Success & Inbound Sales teams
Creating and iterating on a process for how we handle our pre-sales and post-sales (including onboarding and handover to the Success team)
Driving customer success outcomes (e.g. renewals, retention, expansion revenue, product adoption, and customer satisfaction).
Developing a sales pipeline to prospect, develop and close leads (and prepare appropriate documentation for sales contracts)
Consulting with internal and external legal counsel as well as the leadership team to close complex enterprise deals.
Acting as a champion for our prospective and existing customers by defining and at times leading projects that make it possible for them to self-serve their Sales and Success-related needs. This includes working with Marketing and the wider Customer Experience team to develop appropriate materials and identifying ways to improve our lead generation and onboarding experience.
Conveying prospective and existing customer needs to product managers and product teams.
Conducting product demos and presenting at product webinars for both prospects and customers.
Coaching and training all client facing teams as well as driving technical changes to support the sales process.
Working with the leadership team to create strategies and processes for driving new business and new products across different territories.
Partnering with Marketing to create and drive market specific programs and lead generation campaigns.
Measuring the effectiveness of customer success and sales.
The budgeted compensation range for this role is €80,000 to €110,000 annually. Ranges are based on market research and are equitable to other roles within Hotjar. The actual compensation offered to a successful candidate will be based on relative experience and skills. At this time we are only able to provide official employment status to those located in Malta. All other candidates will join our team as full-time consultants and will be responsible for paying any taxes or applicable fees where they reside.
3-5 years of client facing experience in a technology environment.
Experience working with or leading Success teams.
Experience working with or leading Sales teams.
SaaS experience is required.
Demonstrated track record of moving numbers / results, both in terms of closing new clients and retaining them.
Willingness to get your hands dirty and wear many hats in a startup role - you'll need to be comfortable taking calls and negotiating deals while also building a team and iteratively improving the processes to scale this going forward.
Strong negotiating and strategic selling skills.
Proven ability to develop and drive others in a metrics-driven, process-based environment with high accountability.
Experience in creating and developing success and sales processes.
Demonstrated history of successfully managing renewals.
Strong oral, written, and presentation skills in English.
Analytical and process-oriented mindset.
Must submit to a background check confidentially processed by our third party.