We are based in Chicago, but our team is distributed. USA-based remote is possible if you have remote experience.
Hearken is at an exciting juncture. We are a recognized and leading brand in journalism circles around the world, and are helping organizations (primarily news organizations) transition to becoming as good at listening as they are at reporting. Once in a while, a market matures at exactly the right time for a set of services and products, and we are in that time right now. The journalism industry recognizes that it needs to change to survive, and the experiments we’ve been running in newsrooms around the world for the past four years have given us compelling proof and answers for how that change can happen.
The Director of Success role will be in charge of ensuring that our team can listen for our partners’ needs, develop and deliver services (strategy, technology, coaching) to help them solve myriad, complex problems. You will lead our Success team, train and support them to ensure they’re effective, efficient, fulfilled and keeping Hearken two steps ahead of the market as it matures.
The Director of Success will also be part of the key leadership team at Hearken, working alongside the heads of the Growth and Innovation teams.
We encourage you to read the full job description here.
We’re looking for these skills and experiences:
Experience developing and implementing customer success processes and systems that come from a place of service, advocating for their needs, diving into details and making improvements
Demonstrated ability managing and leading a customer-facing team
Proven track record of holding team to high expectations and exceeding NPS and customer retention targets
Metrics-focused leadership: strong analytical abilities to bring data to decision-making
Experience advocating for change in multiple levels of an organization
Comfort with making presentations to stakeholders at a variety of levels
Familiarity with tools commonly found in a B2B tech stack: CRM, marketing automation tools, marketing analytics tools, contracting software, etc.
Ability to operate in rapidly scaling, high-growth environment (Experience working in a startup environment like ours is highly preferred. BTW, we aren’t your typical startup. Read more about our culture as a Zebra company here)
And these values and characteristics:
Strong people skills: the ability to identify, grow and deploy talent through coaching
A good listener: someone who makes decisions through listening to and collaborating with those closest to a problem
Creative problem solving skills: you won’t be using a playbook - you’ll be writing one!
Systems thinker: you can plot out and create workflows to optimize for efficiency and effectiveness
Hustle: action-oriented with a growth mindset
Adaptable: able to change and adjust quickly as new information comes along
Curiosity: someone who is driven to learn from colleagues and the market and doesn’t assume all the answers (our staff is very smart!)
Additional skills, experience and characteristics we consider a major plus:
Experience working with clients or partners around the world, across language barriers
Online marketing experience
Accounting software experience
Industry experience or familiarity with journalism, media or content-driven industries
Software products our team uses:
Slack (team communication)
Airtable (organizing information and project management)
Google Drive (company documents, spreadsheets)
Quickbooks Online (billing and accounting)
Pandadoc (customer document management)
Zoom (video conferencing)
Keynote (customer and public presentations)
Experience with these products or similar will be very helpful. See the application for the opportunity to note your experience.
Internal Number: 2
Hearken is a leader in the engagement journalism field. Our unique public-powered journalism model enables news organizations to listen to the public as a story develops from pitch to publication. Using Hearken’s expertise and product in building out an engagement strategy that scales for each unique customer we work with is a core benefit of working with us. We help our customers generate deep audience engagement workflows that builds trust, leads to original, high-performing journalism, yields valuable data and helps newsrooms acquire more paying subscribers. We currently work with nearly 100 newsrooms around the world to help them implement our model, through a combination of services and product.
Our company started in early 2015 and is rapidly growing. Our team is comprised of mission-driven industry advocates, listeners and technologists. Check out our website and our Medium posts for more about what we do / why we do it.
Our office is located in downtown Chicago, although our roles can be remote based with occasional travel into the Chicago office. We do offer a flexible working environment, and employees often work from home one day a week.