VP of Growth and Customer Care
There are 2.7B deskless workers globally, and one-third work in agriculture.. Software tools built for white-collar workers just don’t work for agricultural workers who are often lower literacy, migrant, unbanked, and not accustomed to using email and apps. That’s where we come in.
Ganaz is the workforce management platform for the $1+ trillion North American agriculture and food manufacturing industry. We help create safer, fairer and more profitable workplaces while providing the financial services needed to help workers forge a path out of poverty. Our software currently helps employers onboard, train, communicate with, and retain their multilingual, deskless workforce. We will soon be launching paycards with integrated remittances, saving money for both workers and employers in this large and underserved market. We’re working with some of the largest and best brands in the industry, and our product offering and customer base is growing fast.
The VP of Growth and Customer Care will lead our sales, marketing, customer success and customer support functions, with primary responsibility for revenue growth, customer retention and customer satisfaction. At Ganaz, our customers are both business (farms & food manufacturers), and the workers who use our financial services, so this role will lead the strategy and teams that grow our revenue and fulfill our mission by serving both businesses and agriculture workers. This role reports directly to the CEO and will have a huge impact on the success of our company and the impact we can make in our industries and in the lives of workers.
What you’ll do
Within 1 month you will…
Immerse yourself in our customers:
Visit growers to learn firsthand about their and their workers challenges and aspirations
Begin learning about how workers interact with our platform and the challenges they face in their lives through visits, interviews, and directed reading
Develop a comprehensive understanding of our customer lifecycle and the process we follow internally in order to better define the talent we need and the opportunities for improvement
Develop a foundational understanding of our business:
Develop a comprehensive understanding of our products, and how customers and workers use them, as well as our product roadmap and vision
Talk with team leads and our CEO to develop a whole of business perspective and understand the KPI’s that drive business, customer and worker success, and the levers available to improve performance on each of those
Within 3 months you will…
Further define, measure, analyze, improve and control the key metrics that drive business, customer and worker success.
Create an organizational strategy and hiring plan for your org and lead hiring efforts.
Work with the sales team to clarify sales goals; identify new large enterprise accounts that you will pursue together with the VP, Sales; and identify opportunities to improve results from our sales efforts
Work with the customer success and customer support teams to articulate and map out the customer experience we want to deliver to employers and workers, identifying ways to both better satisfy their needs and improve our business outcomes
Work with Marketing to develop a strategy and plan for increasing awareness and inbound lead generation for our B2B sales process
Work closely with Product to understand performance, business satisfaction, worker satisfaction and worker impact for our payroll cards and provide input on how to improve those metrics
Within 6 months you will...
Have programs in place that ensure we can hit our aggressive revenue goals and be actively improving our KPI’s on lead generation, customer satisfaction, revenue growth and revenue retention
Provide critical input on our company priorities and product roadmap by sharing data and insights across the company so we can make better decisions, as well as proactively advocating for key issues and working with company leadership to align on priorities.
What you’ll bring:
To the job
Deep experience in leading growth functions in high-growth organizations
An ability to identify and attract talent as well as nurture and bring out the best in team members
A sense of urgency and hunger to hit increasingly ambitious goals
An ability to quickly develop an understanding of which sales and marketing strategies will produce the best results in our industry and execute a plan to invest in those strategies
An ability to both get into the weeds to help solve complicated problems as well as to ensure our work is guided by our values and big picture goals; to use data to make decisions; and to know when and how to implement the right level of process
Experience working and communicating cross-culturally, with fluency in Spanish a strong plus
To our mission and our company:
Excitement at the prospect of serving an often overlooked workforce, creating products that have a positive impact on people’s lives
A strong sense of ownership that extends beyond individual tasks and drives you to learn, experiment, and seek solutions to problems. You are more comfortable with “what needs to be true to achieve that” than “that can’t be done”
A belief that all people deserve to be treated with empathy and respect
A track record of excellence, of encouraging yourself and others to always do better
8+ years professional experience in growth and/or customer roles, including 3+ years of management experience leading growth organizations
Ability to travel up to 25% of the time (majority of travel in CA, WA, and Mexico for now) to support our distributed team and call on key enterprise accounts
What else you’ll need to know:
Ganaz is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.
At Ganaz, diversity is more than a nice-to-have; it’s a critical ingredient for our success. We welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!
Please send a cover letter and resume to firstname.lastname@example.org
Ganaz is a public benefit corporation, building technology to foster well-being and prosperity for industry, workers, and their communities.