Artemis Canada | VP Customer Experience- Gubagoo

VP Customer Experience- Gubagoo

Who Is Gubagoo & How Are They Changing The World?

Gubagoo is a fast-growing provider of messaging and commerce solutions for

automotive dealers changing the future of how people find, buy, and service

their cars. We’re helping dealerships and consumers to modernize the vehicle

purchasing and servicing experience by providing them with powerful messaging

and commerce tools to transact online. We are also a two-time member of the

Deloitte Fast 500 list – honoring the fastest growing companies in North America.

How Will I Make An Impact?

We are looking for an experienced individual to lead our customer success and

support team. The successful candidate has experience leading support and/or customer success in a fast-paced technology company. You must be skilled in modern customer success and support strategies, leading/inspiring a team, hiring, and coaching.

What you will be doing:

You will oversee the support and customer success team to ensure that our customers receive world-class support.
Bring strategic thinking to the customer success team.
Identify and execute on upselling and cross-selling opportunities to deliver more value to customers.
Hire, coach, and train your team to create amazing relationships with our customers.
Identify, track, and report on key metrics to deliver outstanding outcomes to our customers.

How Do I Know If This Is For Me?

At Gubagoo, our team members:

Have complete ownership and accountability for outcomes in their function.
Has a bias for action every single day.
Are respectful and curious about other’s opinions.
Challenge the status quo.
Have fun and do the best work of their careers.

Do I Have What It Takes?

5+ years experience leading a support and/or customer success team in a technology
company.

Expert knowledge of modern support and customer success systems (eg. Zendesk, Freshworks,
NPS etc).
You exhibit customer obsession and are quick to look for creative solutions to customer problems and build empathy with customers.
Great communication, sales, and people skills. You are also a great listener. You speak and write clearly.
You know how to inspire, motivate, and lead your team.
Great analytical skills. You use qualitative and quantitative data and draw insightful conclusions from it.
You love coaching your team in their roles to improve their performance and develop their careers.
You think strategically and are able to see and communicate the big picture in an inspiring
way. You bring new ideas and perspectives to the company.
You are organized and detail-oriented.
You have a bias for action and are proactive. You get on things with urgency when called for.
You have high standards and expect personal and team performance to be outstanding. You hold yourself and your team accountable to a high quality of work.
You are always trying to improve and solicit feedback from your peers. You react positively to well-intentioned criticism and look upon it as a tool for improvement.
You know how to source, select, and retain top performers to join your team.
You thrive in a fast-moving environment where priorities can change quickly.
You bring new bold ideas to the management team and are able to see and communicate the big picture clearly. You welcome challenges as an opportunity for growth.