Ensure that 75% of users who set up a profile on OZÉ are still using it by the end of their first week.
Send a personalized welcome message to each business owner who creates a profile
Maintain an annual churn rate of 40% or lower
Support users so that they capture 100% of their data in OZÉ
Over 50% of entries are complete in that they contain a price, location, category, and description
A Survey of weekly active users shows that 80% or more are inputting all transactions into OZÉ
Deliver insights from 4 customers a month on how we could help them input more complete information
Collaborate with the Business Statistician to transform statistical models into actionable customer insights
Maintain a “Top 5” list of insights you want to gain from the data
Meet with 5 users a week to assess how useful and actionable the automatic insights developed by the statistician are to them. (Useful 1-5, Actionable (1-5)
Be a trusted advisor for the most active users and help their businesses grow
100% of weekly active users see either an increase of monthly revenue or an increase in monthly profits leading to an annual increase of revenue and/or reduction of costs >15%
10% of businesses reach the “investment ready” stage after 6 months.
Share the user names of all users on track to be investment-ready to the Business Development Associate - SMEs
Be the face of OZÉ to your users and receive a positive Net Promoter Score (NPS)
Be a team player
Internal NPS of 9 or above from your teammates
Participate in all monthly 360 feedback sessions
Continuously learn by participating in 6 relevant webinars or by reading 6 relevant books per year and share what you learned with the team at monthly lunch & learns and/or through a blog post.
Recruit at least one awesome person to join our team; assist in the hiring and training of additional Customer Success Associates
Work with product and tech teams to develop and implement product improvements
Empathy, Honesty & Integrity, Analytical Skills, Pro-active, Openness & Transparency, Perseverance, Adaptability