Seeking an intern to focus on Client Success/Customer Experience/Engagement
About WOKEN:
- Company overview - WOKEN is a web-based platform to guide professionals through a step-by-step process of learning & reflection to clarify your ideal career path. From there, we guide a professional through upskilling decisions, improving personal branding, and efficiently job searching to land a role you’ll love.
- Mission: waking up the world to remember you can and should find a job you love
- Vision: top-notch career support for every working professional at every step in your journey
- Accolades - NSF I Corps Grant, NYU Venture Fellow, NYU InnoVention Competition Winner, $10K raised on iFundWomen; Bootstrapped
- Core values/Culture - We value practicing what we preach (do what you’re great at), transparency, direct/frequent/proactive communication, giving & receiving feedback, iterating processes to strengthen outcomes, scrappiness, balancing efficiency with quality, avoiding the myth of multitasking, prioritizing to help us focus, operations, systemization, and measuring impact.
- Learn more: www.iamwoken.com
Mission of the Position:
- Ensure we improve our offerings and experience to increase client retention, value, outcomes, satisfaction, and engagement
- Improve client experience via manual tools and methods (ie what we can implement and/or improve besides for enhancing the design/functionality of our software platform)
Expectations & Outcomes:
- Proactively identify at-risk to churn clients
- Prioritize ideas for improvements
- Test ideas in small ways
- Implement ideas with impact
Responsibilities & Duties:
- Execute Product Management as it relates to:
- MEASURE & LEARN
- Run the weekly client engagement process with CEO to track clients’ status and engagement (based on product usage and client communications)
- Access and utilize various sources of data for client engagement and product usage
- Understand and track usage of current offerings (group coworking, group coaching, slack, sms, email, one-on-one client coaching meetings, and software platform)
- Understand current trends and workflows (email, sms, and other communications) as it relates to client upgrades, downgrades, retention/churn, reschedules, and most of all, client disengagement
- ITERATE/BUILD
- Partner directly with CEO and Head of Product/Design to brainstorm, prioritize, and implement manual interventions to improve client outcomes, value, satisfaction, and mostly, engagement
- Serve as the main source to oversee and enhance customer experience, feedback, and support
Qualifications & Skills:
- This role is a Product Manager/Client Success Intern
- This is an unpaid internship that offers a great learning opportunity and room to build your resume with ability to drive outcomes firsthand on our small team
- Perfect for someone who’s interested or has experience in the world of customer experience and/or product management
- Great fit for a graduate student or someone looking to pivot into the product/customer success world or a current job seeker who’s looking for a side gig
- Minimum 3 months
- 10 hours/week between 9am-6pm est M-F
How to Apply:
Email [email protected] with your resume