About Drift  

Drift is the Revenue Acceleration platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -- not days later. There are over 50,000 businesses that use Drift today to generate more revenue, shrink sales cycles, and make buying easy. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.

About the role and team

We put the customer at the center of everything we do, and everyone who works at Drift has a part in driving customer success. The goal of Professional Services is to ensure our customers launch Drift successfully, adopt it into their organization, and achieve the results and value they want in partnership with the Customer Success team. We are currently looking to grow our Onboarding team to ensure customers are set up to realize the full potential of their Drift investment. 

What you’ll be doing on the team

  • Contribute to developing and deploying onboarding process and content changes to the Customer team.
  • Influence internal behavior cross-functionally to get buy-in for onboarding initiatives.
  • Serve as a mentor and coach for Onboarding Specialists.
  • Support the onboarding of new Drift customers to deploy their Conversational Marketing strategy including configuration, training, go-live support, and optimization.
  • Partner closely with our Customer Success Managers and Account Managers to solidify and execute client deployment strategy based on customer goals and KPIs.
  • Lead client onboarding tasks including configuration and training, based on Conversational Marketing best practices. 
  • Develop a solid understanding of your customer’s marketing and sales tech stack, including the information that flows through it to be pushed into and pulled out of Drift to drive accurate attribution.
  • Monitor new client performance and address any open issues to ensure timely resolution and great customer experience.
  • Work closely with the product and engineering team to influence new product features and functionality based on customer feedback.

By month 3 you’ll

  • Attend comprehensive organization training and learn the Drift story, our leadership principles, how we communicate and do work, as well as our goals for the future.
  • Experience in-depth product training, including learning how to use the product for your own business.
  • Gain a detailed understanding of the customer lifecycle, with emphasis on post-sale onboarding and success processes.
  • Have 1:1 meetings with your direct manager and meet with other key players on the customer team.
  • Shadow colleagues and learn best practices for what make Drift Customers successful.
  • Begin to be fully responsible for your very own portfolio of customers and for running calls independently!
  • Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best in class sales process.
  • Work with your customers daily, delivering value and helping them achieve their goals.
  • Should be meeting your Customer Onboarding targets and KPIs

By month 6 you'll 

  • Drive customers successfully through onboarding in a fast paced environment.
  • Master conversational sales and marketing practices.
  • Consistently meet or exceed your onboarding and professional services goals.
  • Support complex onboarding engagements for our largest customers.
  • Work with your manager to identify a plan for continued growth.
  • Bring your thinking, strategy, and ideas to the team to advance our creative culture and vision for the future.

By year 1 you’ll 

  • Be a trusted advisor for your customers
  • Mentor new team members and contribute to new hire onboarding 
  • Meet or exceed all goals, including customer health outcomes and satisfaction
  • Be seen as a go-to resource internally for customer onboarding questions 
  • Regularly share feedback cross-functionally with sales, CS & product 
  • Develop and improve process for new onboarding offerings

About you and what type of skills you’ll need

  • 3+ years of experience in Marketing, Customer Support or Customer Success within the technology space 
  • Willingness to experiment – even if something doesn't work, be prepared to learn from your failures
  • Ability to work across teams including marketing, product, sales, IT and operations
  • Quick learner, always looking to embrace and master new technologies
  • Ability to prioritize, multitask and organize workload 
  • Ability to work both individually and collaboratively within a team environment 
  • Strong written and verbal communication skills

Bonus

  • Experience with Marketo, Eloqua, Pardot, Hubspot, Salesforce, Google Analytics
  • Certified in Conversational Marketing
  • Experience with a company practicing account-based marketing
  • Knowledge of demand generation funnels and tactics used at each stage within the funnel 

Drift is committed to being an equal opportunity employer

We know that applying for a new job can be intimidating. But guess what? At Drift, there is no such thing as an “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!

Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at disabilities@drift.com 



Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Drift are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.