Head Of Sales And Customer Success, Greater Chicago Area

PawCare is on a mission to make trusted pet care easy and accessible for all. As the first connected discovery, booking, and appointment management platform for pet parents and B2B pet care providers, we are revolutionizing the way pet care is accessed and managed. We are seeking a highly motivated and experienced Head of Sales and Customer Success to join our team and lead our efforts in the Chicago, Elgin, and Naperville GEOs, with the opportunity to grow our services across the entire Midwest.

Mission: To empower every pet owner with trusted and easily accessible pet care services.

Reporting: CEO and Co-Founder, Kunal Chopra, https://www.linkedin.com/in/kunalchopra28/

Company Values:

1. Be decisive. Make decisions quickly and confidently, even when there is no clear path forward. Learn from your mistakes and don't be afraid to take risks.
2. Deliver results. Set ambitious goals and work tirelessly to achieve them. Be accountable for your actions and never give up on your commitments.
3. Think big. Have a grand vision for the future and always strive to achieve more than you think is possible. Don't be afraid to think outside the box and challenge the status quo.
4. Embrace ambiguity. See challenges as opportunities for creativity and innovation. Don't be afraid to step outside your comfort zone and try new things.
5. Have grit. Never give up on your goals, no matter how difficult they may seem. Be persistent and determined, even in the face of adversity.
6. Be uncomfortable. Get out of your comfort zone and challenge yourself to grow. Embrace discomfort as a sign that you're pushing yourself to be better.
7. Be radically transparent. Be honest and open with your colleagues and customers. Communicate openly and honestly, even when it's difficult.
8. Disagree but commit. Even when you disagree with a decision, support your colleagues and commit to making it a success. Be willing to put your ego aside and work together for the common good.
9. Treat everyone with respect. Treat everyone with dignity and consideration, regardless of their position or title. Be kind and compassionate, even when it's difficult.
10. Be agile. Be able to adapt to change quickly and easily. Don't be afraid to try new things and experiment. Be willing to fail and learn from your mistakes.

Responsibilities:

1. Develop and implement a comprehensive sales strategy to drive revenue growth and achieve business targets in the Chicago, Elgin, and Naperville GEOs.
2. Manage all sales and customer success operations, including team management, performance tracking, and strategic planning.
3. Oversee the entire portfolio of pet care providers within the target GEOs, nurturing existing relationships and driving engagement with the PawCare platform.
4. Identify and prioritize key pet care providers, prospecting and converting leads to expand the network of active PawCare partners.
5. Collaborate with the marketing team to develop region-specific campaigns and initiatives to generate awareness and drive new provider acquisition.
6. Act as the main point of contact for pet care providers, addressing inquiries, concerns, and feedback to ensure a high level of customer satisfaction.
7. Conduct regular performance reviews of the provider portfolio, analyzing key metrics such as market share, provider lifetime value, and active providers.
8. Collaborate with the product management team to gather feedback from providers and advocate for platform enhancements and improvements.
9. Develop and implement customer success strategies to maximize provider engagement, increase the number of booking requests filled and completed, and drive overall customer satisfaction.
10. Monitor industry trends, competitor activities, and market conditions in the Midwest, providing insights and recommendations to stay ahead of the competition.
11. Collaborate with cross-functional teams, including operations and technology, to ensure seamless onboarding and ongoing support for pet care providers.
12. Manage a team consisting of both Sales Development Representatives (SDRs) and Customer Success Managers (CSMs), providing guidance, support, and mentoring to maximize their performance and professional growth.

Key Performance Indicators (KPIs):

1. Number of New Providers Onboarded: Achieve targets for successfully onboarding new pet care providers onto the PawCare platform.
2. Market Share: Drive the growth of PawCare's market share in the Chicago, Elgin, and Naperville GEOs.
3. Lifetime Value (LTV) of Providers Onboarded: Maximize the long-term value of providers onboarded, nurturing strong relationships and driving engagement with the platform.
4. Number of Active Providers: Manage and maintain a portfolio of active pet care providers within the target GEOs.
5. Number of Booking Requests Filled and Completed: Increase the number of booking requests filled and completed through effective customer success strategies and provider engagement.

Targets:

1. Portfolio: Successfully manage a book of business comprising over 750 pet care providers (Grooming, Daycare and Boarding) in the Chicago, Elgin, and Naperville markets.
2. Bookings Filled: Drive the number of bookings filled to 1500 per month across the Chicago, Elgin, and Naperville markets.
3. Active Providers: Effectively manage and maintain a portfolio of 150 active pet care providers within the target markets.
4. Growth Annualized Revenue Run Rate (ARR): Work towards surpassing an annualized revenue run rate of over $500,000.

These targets will be instrumental in expanding PawCare's market presence, ensuring a high level of provider engagement, and achieving significant revenue growth in the targeted regions. As the Head of Sales and Customer Success, you will play a crucial role in driving the company's success and shaping the future of pet care accessibility.

Requirements:

1. Bachelor's degree in business administration, marketing, or a related field. MBA is a plus.
2. Proven track record of success in sales and customer success leadership roles, preferably in a B2B2C or SaaS environment.
3. Strong understanding of the Chicago, Elgin, and Naperville markets, with experience in managing and expanding business operations in these areas.
4. Excellent leadership and relationship-building skills, with the ability to manage a portfolio of providers and foster long-term partnerships.
5. Analytical mindset with a data-driven approach to decision-making and a strong understanding of key sales and customer success metrics.
6. Exceptional communication and presentation skills, with the ability to effectively convey the value proposition of PawCare to potential providers.
7. Results-oriented mindset with a focus on achieving and exceeding targets, including bookings filled, active providers, and revenue run rate.
8. Familiarity with the pet care industry and a genuine passion for pets is highly desirable.
9. Hands-on attitude with the willingness to roll up your sleeves and get things done.
10. Ability to travel within the Chicago, Elgin, and Naperville GEOs, as well as occasionally to other parts of the Midwest.

Join PawCare and play a vital role in expanding our services and transforming the pet care industry in the Chicago, Elgin, and Naperville markets. As the Head of Sales and Customer Success, you will have the opportunity to drive all sales and customer success operations, lead a dedicated team, and shape the future of pet care accessibility. While the position is open to remote work, the candidate is required to reside within the target GEOs and be available for travel as needed.