It's with tremendous pride we announce a brand new role, and job opening at Foojee! We're looking to hire our first Client Success Manager. This milestone is a direct result of the shift we made 8 years ago to focus solely on being the best outsourced IT provider for small business. By pulling all of our efforts toward one vision, we've been able to go beyond just "tech support" to offer in-depth expertise and leadership to all areas of small businesses Apple IT.
For example, when you hire Foojee, you are now hiring an entire IT department complete with security protocols, HR procedures, equipment purchasing, continuing education, and oh, and our amazingly talented and charming help desk!
With this growth, we've now reached a point where we can have a dedicated team entirely focused on client success. This team will start as one person, and will serve as the point of contact exclusively for our Foojee Service Plan members.
As the founder, the reason I'm truly thrilled with this job opening is because this role is my personal favorite of all the roles I've played over the years. Building authentic relationships with each of our clients is the fuel that fills me with energy, even at the end of the day when I come home to my family. Our clients are our inspiration, and why Foojee exists. We are going to be intentional to ensure we select the perfect person for this role. This person will exemplify Foojee's devotion to seeing small businesses succeed. They will thrive on collaborating with leaders facing critical challenges in their business. And they'll be filled with inspiration when they get to work with our clients, because our clients are the absolute best. 💫
Who's This Position For?
If you love listening in conversations, and understanding cause-and-effect in friendships and teams, you're going to love this role. If you love asking the artist questions to understand the art, you're going to thrive here.
Client Success means you are the advocate for Foojee's clients. You seek out feedback, and opportunities to help, and you're resourceful to meet their need.
Relationships require nurturing. Whether it's a child, a marriage, a friend, or a client, the best relationships are intentional. So while spontaneity and connection are a beautiful a part of relationships, those connections can only exist if there is an underlying effort to maintain the relationship. Your objective will be to maintain a consistent communication cadence with each of our Foojee Service Plan members.
Your compensation (more on that below) will have a revenue growth component. So this position is a great fit if you are naturally motivated to retain existing clients, and seek opportunities where Foojee's product offering can help their small business.
What Qualifications Do I Need?
To meet our minimum requirements, you should really have 1-2 years of experience in client success management. When you join, you'll also attend the incredible one-week workshop called GrowBIG by the Bunnell Idea Group (shoutout to Mo & Darla 👋). https://bunnellideagroup.com. We've used their business development methodology for over ten years, and regardless of your background, it's an incredible experience, and will help you understand how Foojee builds authentic relationships with our clients.
If you have more experience than this, you should still apply. Our compensation package can be modified to account for experience.
What's The Day-To-Day Like?
As far as the actual work goes, you’ll be working directly with Foojee clients over phone, email, and video calls. Our clients are primarily small businesses, so you're delving into IT needs with owners, office managers, and operations leaders. You may not know all of the answers, but you're resourceful, calm, and enjoy finding the solution.
You will have a quarterly goal of providing a business review for 25% of your clients, so that you are maintaining at least one review per year per client. We do things a little differently at Foojee by not requiring long-term agreements. That means we earn their business every month, and they are *choosing* to work with us every month. We build amazing relationships with them, and we can't wait for them to meet you. This role will be a significant contributor to maintaining our clients' documentation when new information is gathered or changed. Examples of documentation include updating company contacts lists, device changes, new procedures, organizational changes, re-establishing relationships with new key players, etc.
We're basically an IT-department-in-a-box for small businesses. And with that comes a wide array of responsibilities. However, over the past fifteen years we’ve streamlined every single app we use, and we'll ensure you have a working knowledge of all of them. Most of our clients use the exact same set of apps, networking equipment, and cloud services (Kandji, Meraki, Google Workspace, and Office 365 just to name a few). This allows us to consistently deliver excellence, and provide a reliable service to our clients.
We've got an interesting balance of solo work and team work. Much of your work will be independent, and that's why we are looking for someone who is comfortable with a good degree of autonomy and responsibility. Having said that, our team is pretty spectacular. We know that we are better together, so we're always helping each other problem solve and improve. Iron sharpens iron. You'll meet once a week for our virtual team meeting (currently there are 10 of us). You'll also take part in the bi-weekly (every other week) Delivery meeting that surfaces issues and goals among our engineers and Director of Operations. Throughout the day we use Basecamp for internal communication. We’re big fans of leveraging asynchronous, long-form communication which promotes a more calm work environment. Sure we have group chats for each team, but how we use them is a far cry from how most companies use Slack. We don’t expect you to see or engage with everything. If it’s important enough, we use long-form memos in Basecamp rather than blasting a group chat.
This role will report directly to our COO. It's a unique role, and we've decided it deserves direct communication to the COO. You will be collaborating with our Director of Business Development frequently for product knowledge, client history, and best practices. You will also work hand-in-hand with our Director of Operations and the rest of the Delivery team because they will have the latest interactions with our clients. Since this is a new role at Foojee, we will lean on your experience to help us establish best practices for client success management.
Working in our field is thrilling with a new adventure everyday. However we believe a calm work environment with clear accountability helps create a long-lasting burnout-free career. In fact, one of our core values is Create Calm, and we are evaluated on all of our core values during our performance evaluations. This is the same core value that has influenced our 37.5 hr work week, and our palatable 9-5 work hours. We truly only work 9-5 Monday through Friday unless there is an emergency, and I can't remember the last time that happened.
Compensation And Benefits
$65,000 On Target Earnings (OTE)
$45,500 is your Base Salary, equivalent to 70% of your OTE.
$19,500 is your Bonus Potential, equivalent to 30% of your OTE.
Your compensation is not capped. For example, if you exceed your Bonus Potential, the bonus continues on a linear scale.
$40/mo iPhone reimbursement
$60/mo Mac reimbursement
67¢ per mile (gov't standard) travel reimbursement, paid monthly.
37.5 hours a week. We’re trying to trim the fat at work so we can go play.
3% matching retirement plan.
Partial reimbursement for health insurance.
$100/mo wellness stipend. You solve client challenges for a living, so we think it’s important to take care of yourself on a regular basis: gym membership, massage, any wellness service.
Work from home.
A calm work environment where productivity is protected.
No useless meetings. Time is too precious. Let’s use our work hours to do meaningful work, and leave ample time for friends and family.
Apply
Our deadline for applying is very soon: April 12, 2024. Interviews will begin within that time, and the role may begin as early as April 22. But we’re far more interested in finding the right person, so we can be flexible on start date. To apply, just shoot us an email at jobs@foojee.com with the following.👇 (You’re welcome to send your resume, but it’s not required.)
Why you'd like to work at Foojee.
An example of a recent client/customer solution that you're especially proud of.
A mock email reply to a client that sent a request (below). Feel free to ask for clarifying questions and then either offer a solution via email or offer times for a meeting.
Hi Foojee!
We just noticed that your invoice is billing us for 22 seats when we only have 21 people, and we've only had 21 for the last 3 months. Also, we are getting lots of phishing emails and are concerned about our email security. Does Foojee have anything to protect us from phishing emails? Also we are hiring 3 people next month and I forgot the process of getting them new Macs. I know that's a lot but I'm at my dentist appointment and just needed to get the ball rolling.
Thanks!
We look forward to reading your email!
-Lucas