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Director of Services Expansion

Chandler, AZ

At Keap, we help small businesses succeed. 

We don’t just say that, we mean it and we do it every day…And oftentimes, working at Keap is much like running a small business. There will be long days and incredible challenges, but the reward will be contributing to something that is larger than you. We want you to bring hustle, grit, and passion to everything you do here. You will be expected to take high ownership and improve yourself constantly. You will be held accountable to our 7 Core Values and will be expected to hold your teammates accountable as well. The values are what unify us and allow us to make the impact that we do. They are crucial in our mission to becoming the undisputed champion of small business success. 

Together...we will replenish the middle class. We will elevate the worldwide economy. We will inspire kids to dream of becoming entrepreneurs. 

As the Director of Expansion, you will be responsible for driving revenue growth by identifying & deploying strategies for customer expansion through services to support overall retention & revenue growth. You will work closely with all functions of the business, including sales, marketing, product, & customer success, to devise & manage execution of cross-functional plans, & use data and insights to identify and deliver expansion opportunities to serve the needs of our customers.  Success will require identification, training, execution, & testing of new strategies through collaboartion with key stakeholders across the company. 



Your Objectives:

  1. Customer Results: Deliver on our Brand Promise (Grow Sales & save time by automating follow-up across your customer lifecycle) for customers through the development of a suite of subscription & ala carte services. 
  2. Attach Rate: Revenue growth is key. Driving Customer Results through paid services is the vehicle. 
  3. Net Revenue Retention: Increase expansion through Services to 3 - 5% by the end of 2023. 


Your Work:

  • Act as a strategic leader to determine and influence key revenue initiatives & objectives for Keap through the use of metrics, market research & industry knowledge.
  • Work across marketing, sales, product, operations & customer success to ensure alignment on key revenue and expansion initiatives.
  • Lead a cross-functional team focused on identifying & implementing opportunities for revenue growth and expansion.
  • Provide the tools, training & resources needed for teams to sell efficiently. 
  • Ensure all of our go-to-market systems and processes related to expansion operate efficiently & scale according to our company growth.
  • Track and report actual performance against goals and metrics to the executive team via various data-driven tools.
  • Evaluate new technologies, add-on applications & Partner offerings to improve, automate & optimize our expansion engine across the organization.
  • Drive attach rate & growth by finding creative, unconventional and cost-efficient channels to increase customer expansion.
  • Proactively identify & resolve strategic issues that may impair the business' ability to meet strategic, financial, & technical goals.


Your Competencies:

  • Customer-focused mindset: You are passionate about customer success. You know what drives small business success & have a proven passion & experience in it. You are driven to deliver our Brand Promise.
  • High sales drive & acumen: You are comfortable with a revenue goal & are self-motivated, goal-oriented, & work effectively driving a team of peers both within & outside of your department.
  • Proven track record: You are able to effectively work cross-functunally & drive results through teams you don’t own.  You show resilience in fast-paced, high profile & ever-changing situatIons. You can provide structure & understanding to team members, peers & the company.
  • Excellent communicator: You are able to to distill complex ideas in a clear & concise manner both verbally & in writing. You can simply & effectively impart sales skills to customer-facing roles outside of sales. You effectively communicate across all levels of the organization, & conduct data-driven discussions to inform strategy, prioritize initiatives & drive change.
  • Results: You are a problem-solver with an analytical mindset & strong business acumen. You have structured, quantitative analytical skills with the ability to turn data from disparate sources into insights & implications. You demonstrate an ability to learn & pivot quickly.


Qualifications:

  • 5+  years experience in establishing & leading customer growth & expansion initiatives; ideally in a fast-paced agile environment with a focus on revenue growth.
  • 5+ years in a strategic role focused on customer retention and revenue growth.
  • 3+ years in a SaaS industry, preferably with a focus on small business.
  • Experience building strategic partnerships both inside & outside the organization. 
  • Knowledge of CRM & marketing automation technologies and methodologies.


Work Environment:

This job operates in a flexible work model including a professional office environment and working remote as guided by your leader.  This role routinely uses standard office equipment such as computers and phones.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, look, talk or hear. The employee is frequently required to sit; speak; listen; use hands to finger; and reach with hands and arms.

 

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are typically Monday-Friday, between the hours of 6 a.m. to 7 p.m.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

#LI-JM1

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Keap is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Keap. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Keap, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Keap is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

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