Customer Success and General Manager

Customer Success and General Manager

This position is 100% on site at Half Moon Bay California.

This role is not just about customer service; it's about being the driving force behind our client relationships and business growth strategies for our dog focused business. The CSGM also plays a vital role in driving the business’s growth. This includes engaging in targeted marketing activities, continuously coaching the team in advanced customer service practices to bolster client retention, adeptly managing the new client pipeline, and pinpointing innovative strategies to elevate the client experience and drive new revenue. This role requires the ability to handle multiple tasks simultaneously and, in quieter moments, the initiative to embark on projects that bolster our preparedness and contribute to our business's growth. We are seeking an individual who is not only dedicated to handling day-to-day responsibilities but is also ready to seize opportunities to lead and develop projects that propel our business forward.

This position is primarily on site, Monday through Friday, 9:30am to 6pm with occasional overtime. Your day ends when the last dog has been safely delivered and the van has been dropped off, times may vary.

Role Responsibilities:

• Internal team communication monitoring and support the Wrangler supervisors.
• Monitor and manage communications over Slack, Google Voice, and Time to Pet, as well as other software.
• Client scheduling requests and take marketing and sales calls, ensuring deal closure.
• Prepare and manage detailed lists and SOPs.
• Manage projects and clients, using Asana, Time to Pet, and other software.
• Primary point for customer service directly with clients, including photos, birthdays and other communications.
• Responsible for email campaigns and reminders.
• Create and manage social media content, including photos and content provided by Wranglers 2 or more times a day.
• Manage the vaccination records process.
• Manage the overnight pet sitting program, including scheduling, overnight trials, starts and stops.
• Onboarding new clients.
• Take new client meetings as directed.
• Fleet management and related tasks for our company vehicles.
• Purchasing and procurement.
• Crisis management and backup as needed for other roles.
• Dog and people safety and support.

Requirements:

• Able to be onsite at our dog ranch at Half Moon Bay full-time.
• Comfortable with people and dogs.
• Adaptable flexible on short notice.
• Prior management experience.
• Exceptional communication and writing skills.
• Strategic thinking and business acumen for understanding and driving market growth.
• Innovative problem-solving skills.
• Project management experience.
• Detailed calendaring and organizational skills.
• Expertise in utilizing project management software, keeping all business activities up-to-date and readily accessible for the owner and team
• A strong affinity for technology tools and software, leveraging them to enhance productivity and growth.
• Comfortable and skilled in diverse communication formats including phone, email communications, texts, social media and blogs.
• Highly organized and professional.

Qualifications:

• Degree in Marketing, Communications, Management or related.
• Over 5 years of experience in high-visibility customer service roles.
• Over 5 years of experience in management.
• At least 2 years in a supervisory role managing other employees.
• Outstanding communication skills, both written and verbal.
• A deep understanding of high-touch customer service concepts.
• Excellent follow-up skills, emphasizing prompt responses to client communications.

Preferred Qualifications:

• Proven self-starter with experience in outside sales and marketing, particularly in private clubs, hospitality, or similar high-touch service environments.
• Demonstrated track record of effective remote work, exceptional self-discipline, and time management.
• Proficiency in using Canva to create both digital and print media.
• Demonstrated experience in event planning, highlighting the ability to organize and execute successful events.

Compensation:

• Base Pay: $32.45 per hour or annual $67,500.
• Incentive Structure: Potential to increase total compensation based on meeting key performance metrics.
• Vacation: Two weeks of paid vacation.
• Holidays: Paid time off for all company holidays.
• Year-End Schedule: Year-End Schedule: While we are closed most of the week between Christmas and New Year's, management must work one to two half-days during this period for schedule alignment and preparation for reopening on January 2nd.
• Insurance Benefits: This position does not include insurance benefits.
• Employment Status: This is a non-exempt, hourly position with opportunity to become exempt, salary.

Our Mission and Culture at Vicki's Little Rascals LLC:
Vicki's Little Rascals LLC, founded over 23 years ago by Vicki, has succeeded by staying focused on keeping pups safe and ensuring they have their best day, every day at our doggie day care ranch. We're not just a team but a family that goes the extra mile. Vicki leads with warmth, humor, and an unwavering commitment to excellence. She sets the bar high and expects everyone on the team to rise to any occasion, just as she does. We foster growth and aim to elevate each other.

We value respect, positivity, support, and commitment to doing our jobs right. In a small business like ours, staying positive, forward-thinking, and hungry for growth is essential. We lift each other and show up for the business, the team, our beloved pups, and their families. We coach, collaborate, and communicate.

Reporting directly to Vicki, you'll be instrumental in upholding our high standards and maintaining our clients' trust in us for caring for their beloved pets. With a culture that values humor, respect, and mutual support, we're all about empowering each other to be fully engaged.

Our Inclusive Culture:

At Vicki's Little Rascals LLC, we embrace and celebrate diversity. We're committed to an inclusive workplace where all team members feel valued and respected, and diverse perspectives are integral to our success. Join us in fostering a welcoming environment that supports everyone's growth and contribution.