Performance Management Specialist

4 days ago


Cambridge, Massachusetts, United States Strongsuit Full time
About Strongsuit:

Strongsuit is a pioneering company that revolutionizes household management for busy professionals. Founded in 2018 by visionary entrepreneurs Lindsey Michaelides and Ashley Lambrix, Strongsuit provides a human-led, tech-enabled service to alleviate the mental load and streamline life outside the office.

Our mission is to empower individuals to focus on what matters most by anticipating, researching, and executing high-impact projects with ease.


Key Responsibilities:

As a Performance Management Specialist, you will be the trusted partner for 30+ members, anticipating, researching, and executing high-impact projects successfully.

Key tasks include:

  • Planning and executing projects, such as planning a trip, planning a party, buying a gift, making an appointment, and finding a service provider
  • Keeping projects on track and on budget, and ensuring timely completion
  • Ruthlessly prioritizing daily tasks and managing time with discipline to stay on top of all member projects
  • Ensuring members have access to all project information by frequently updating their account with the project's current status, detailed notes, and recommendations
  • Becoming an expert on the Strongsuit Portal and delivering training on new and existing features, as well as troubleshooting member technical issues
  • Driving member success by optimizing their account usage and making the process as painless as possible
  • Recommending solutions and best practices to address specific member needs
  • Serving as the escalation point for member concerns and issues
  • Hosting video member meetings as requested to discuss new projects and/or confidently communicate where a project stands
  • Proactively managing each account's health to maximize retention
  • Supporting product growth by providing curated and relevant member feedback

As a startup, you will be asked to assist with other tasks and responsibilities as needed.


Requirements:

  • 4+ years of experience in strategic and proactive account management, customer success, or client services
  • Bonus points if experience was for a startup SaaS company
  • Excellent organizational skills, with the ability to manage a large number of projects for multiple clients with competing priorities
  • Discipline and focus to stay organized and on track for optimal member experience
  • Creative and resourceful thought process that provides the ability to think outside the box to proactively anticipate client needs and resolve any issues that may arise
  • Excellent interpersonal skills, including active listening, empathetic verbal, and concise written communication
  • Eager to learn and champion new technologies and processes
  • Team player willing to help fellow member success specialists
  • Extremely comfortable with change, ambiguity, and uncertainty as we strive for innovation over perfection


Benefits and Perks:

  • Starting wage is $25 an hour, plus a quarterly bonus based on performance
  • This is a fully remote position
  • Flexible schedule with company core hours of 12 pm - 3 pm ET, Monday-Friday
  • Flexible full-time schedule
  • Medical, dental, and vision coverage
  • Retirement plan with 3% company match
  • Unlimited PTO, plus a Paid Winter Break

Strongsuit is an equal opportunity employer, committed to diversity and inclusion. We're excited to work with talented, innovative people and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by law.



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