Eleven Eleven

Technical Writer

• Own the end-to-end structure, content quality, and taxonomy of the Zendesk-powered Knowledge Base
• Develop content strategy and maintain standards for content governance, tagging, and lifecycle management
• Optimize content based on usage data, feedback loops, and team input
• Create and maintain user guides, onboarding flows, troubleshooting content, and API documentation
• Write UI microcopy (labels, messages, help text) in collaboration with Product and UX
• Translate technical implementation details into accessible language for both technical and non-technical audiences
• Draft clear, concise release notes in partnership with Product and Engineering
• Own and operate the DDL process, tightly integrated with Jira workflows and agile sprint cycles
• Ensure documentation is treated as a release gate for major initiatives and is published on schedule for all features
• Support 5 Product Managers with ongoing documentation needs across Hospitality and MDU lines of business

Customer Success Manager

• Build trusted relationships with service providers and brands, elevating Eleven’s reputation in the market; drive the company toward an NPS of 50+.
• Cultivate a strong customer success culture and continuously improve customer satisfaction and retention.
• Actively participate on Eleven’s management team in support of broader strategic issues.
• Provide management with feedback and recommendations to streamline company processes, procedures, and solutions.
• Represent Eleven at trade shows, expositions, and conferences as needed.
• Conduct visits to current and prospective clients; create VP/C-level relationships and develop plans for account expansion.
• Maintain close contact with clients to ensure proper resolution of issues and drive long-term loyalty.
• Represent Eleven solutions and deliver presentations to current and prospective clients.
• Manage SLA agreements and reporting with brands.
• Be available for escalations.
• Manage and develop a team of Customer Success professionals delivering best-in-class support and ensuring customer outcomes.
• Grow and oversee the Solutions Engineering / Professional Services function.
• Contribute to process and quality improvement initiatives through cross-functional teams.
• Support the growth and development of technology and platform partnerships.
• Grow existing partnerships with a focus on scalability (integrators, hardware vendors, brands).
• Develop strategies and business plans with partners and execute against objectives and milestones.
• Collaborate with Sales, Marketing, and Product on partner go-to-market plans.
• Support partner deal processes through relationship management, cross-functional collaboration, and analysis.
• Oversee pre- and post-sale technical assistance, including software testing, lab setup, technical validation, etc.
• Prepare SOWs for custom development work and manage project billing.
• Support client education regarding company solutions, pricing, production processes, and customer service.
• In coordination with the VP of Engineering, lead efforts to ensure compliance with regulations such as GDPR.
• Participate in internal process improvements to elevate operational performance.

VP of Customer Success

• Serve as the primary point of contact for a portfolio of customers throughout the entire lifecycle, ensuring a seamless and positive experience.
• Build trusted, consultative relationships by understanding customer goals and aligning ElevenOS capabilities to support those objectives.
• Monitor customer health, usage trends, and engagement metrics to proactively identify risks and take steps to prevent churn.
• Track, analyze, and act on customer satisfaction data and key performance indicators (KPIs).
• Identify opportunities to expand customer adoption of Eleven Software solutions and collaborate with Sales on upsell/cross-sell opportunities.
• Lead Quarterly Business Reviews (QBRs) to showcase value, assess alignment with evolving customer needs, and uncover optimization opportunities.
• Work cross-functionally with Product, Support, Engineering, Sales, and Partner Management to resolve issues, streamline service delivery, and advocate for the customer.
• Champion customer feedback, ensuring insights contribute to product enhancements, service improvements, and roadmap decisions.