Referral Rock

Compensation

Full Description

Are you someone who thrives at the intersection of customers and solving problems systematically? You know that to truly solve a problem you have to dig past a customer’s suggestions and understand what is really happening underneath. You value the 1:1 “understand work” (at the source) and are in your element when workshopping ideas to solve the problems. In previous roles, you’ve felt like a misfit because you want to: • Speak up vs dancing around other people’s egos • Solve problems upstream vs watching the issue happen again and again • Have spirited discussions on ideas before locking into a single solution You’re tired of unnecessary meetings, internal politics, and all the “games” in the workplace. Is it too much to ask for a position where you can work collaboratively with a great team, solve problems, and not worry about job security? (we don’t think so!) Interested? Please apply here! (instead of hitting the "Apply Button") What is Referral Rock? Referral Rock is a B2B SaaS company that provides referral software to help businesses acquire new customers through word-of-mouth marketing (refer-a-friend, affiliate, partner marketing) We believe: • Every business can benefit from a strong referral program, and we're on a mission to help companies maximize their potential through our comprehensive platform • Great individual contributors (that come together with others to collaborate on strategy) with systems and processes built around them are key to a business like ours. We’re more interested in doing great work together vs building a 100+ person company • We care deeply about metrics, product event data, and automation to give our team superpowers (data and feedback driven) • Done is better than perfect + everything and everyone is a work in progress Our 20-person team is 100% remote, ambitious, calm. We work in EST hours but are flexible with at least 70% working hour cross-over. Please see our careers page for more about us. 🚂 So what am I getting myself into? This is a unique opportunity for a hands-on system builder who enjoys working directly with customers. You will become a Referral Rock product expert that connect the dots and bridges the gaps to customer adoption. You’ll live at the product->customer intersection but lean closer to customers and report to Mica (Head of Operations) who also owns sales, customer services, and all things day-to-day operations. Key Responsibilities: • Program Assistance (1:1, one-off): Conduct targeted sessions with customers to gather feedback, improve workflows, or solve specific challenges • Product Education: Create and maintain customer-facing content (product support docs, how-to guides, trainings) that reduce repetitive support needs for both new and existing features. • Customer to Product Feedback Loop: Surface recurring pain points from customer interactions and collaborate with the product team build quality-of-life features then assist in their adoption. • Special Projects Owner: Take on new initiatives to help Mica (head of operations) with new systems, research, and program rollouts. Your Strong Support System: • Internal technical operations and clean implementations of systems • You’ll know where to get trusted data and client information without having to guess • Team of onboarding specialists that handles day to day account management and chat support • To scale efforts and utilize the resources you design • Exceptional product team who are great technical resources and are easy to collaborate with. • Supporting your goal of becoming a Referral Rock product expert • An experienced product manager/designer who is an expert in user research and user experience. • A great collaborator on all your projects • Transparent business metrics and a clear product vision with the CEO. • Knowing where we are and where we are going as a business Qualifications: • System thinking capabilities potentially from a UX service design, engineering, or design background • Managed content and/or training programs for a product that has gone through both major updates and minor continuous updates • Proficiency with multiple business operations to aid in your understanding of our customers and their various workflow challenge • Independently owned high visibility projects that moved business metrics and strategic initiatives Interested? Please apply here! (instead of hitting the "Apply Button")