About Lillio (formerly HiMama) and Our Mission:
At Lillio (formerly HiMama), we are committed to serving the field as an
authentic voice of the early childhood education (ECE) workforce, providing
programs with all of the building blocks for high-quality early care and
education and helping early educators focus on what matters most for children’s
successful development and learning: relationships, play, creativity, and
loving, nurturing caregiving. We are a social-purpose business and certified B
Corporation with the goal of empowering early childhood educators through
innovative, affordable tools that enable them to improve child outcomes, engage
family members, and support continued professional growth for their staff. If
you are excited about being part of an impact-driven business, focused on making
a difference in the early childhood education industry, Lillio is the place for
you.
Lillio is a Series B, private-equity backed business and we're proud to be part
of the Bain Double Impact portfolio. Lillio is recognized as an industry leader,
most recently selected by Fortune in 2023 for their "Impact 20" list, which
highlights organizations that have built their business models around
world-changing ideas to solve social and environmental problems.
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$50,000 - $55,000 a year
We’re looking for…
Enthusiastic individuals with can-do attitudes who want to be a part of a
fast-paced, work-hard, start-up environment. As an integral team member to
Lillio's onboarding team, you will own the successful implementation of a
customer implementing (and onboarding) our solutions. At Lillio we celebrate
wins, make positive change in the world, and have fun with friends all at the
same time, every day.
You should enjoy interacting with customers over the phone and helping them
learn how to use the product in a way that will align with the goals of their
center. The Customer onboarding role will focus on providing support to our
customers via scheduled meetings, adhoc calls, and email, by owning the
implementation of Lillio's solutions. They will be responsible for exemplifying
amazing customer service. Given the nature of our fast-paced environment, you
will also be helping out in other aspects of the CS team. You should be excited
by a busy schedule and solving customer problems.
The Customer Success (CS) Team
CS at Lillio is a close-knit team of busy bodies who are driven to find a way to
make every customer successful, so help us! This includes influencing product
and marketing decisions, problem-solving for customers, and being a team player
amongst the team. Every day is a new challenge and every team member has a lot
of responsibility, but we work closely together to ensure everyone is kicking
butt in their role.
Your CS Leader
Lillio’s VP, of Customer Success is a people first leader who believes in
unlocking individual's potential to build high performing teams. She is a leader
who likes to set the stage with big-picture vision and empower the team to work
through the plan of execution. She is KPI driven and has a high attention to
detail to better understand team and customer trends, to best position everyone
to be successful. She places a high value on curiosity, ownership and having a
growth mindset with an intrinsic drive to improve. You will work well with her
if you enjoy building, iterating, and are eager to grow!
How You’ll Make an Impact:
Directing new customers to a successful launch on our program.
Managing customer relationships via phone and other channels, with a focus on
getting the customer fully onboarded.
Acting as a consultant to help child care Directors plan their implementation
with their team and training of Lillio.
Supporting, troubleshooting and solving customer problems, when needed.
Recommending and implementing the product, process, and policy improvements.
Assisting the support team in answering technical questions from our queue as
needed
Ensuring you are on track to meet and exceed team KPIs Ensuring the customer has
an amazing Lillio experience!
What You Bring to the Table:
Post-secondary education (or equivalent work experience)
Minimum of 2 years of work experience in a customer-facing role
Tech-savvy with the ability to navigate apps and software is a must
Exceptional verbal and written communication skills
An ability to build relationships and connect with people quickly
Compassionate and patient demeanor with confidence and assertion to get things
done
Active listening and problem-solving skills
Not afraid to pick up the phone or hop on a video chat and speak to people
You’re organized and able to manage a large volume of tasks independently
An ability to de-escalate and manage difficult situations and conversations
An ability to maintain high customer satisfaction through efficient task
switching
Comfortable working with numbers and explaining complex processes in simple
terms
Propensity to always want to learn and improve processes
Passionate about a career that is more than a “job”
Ambition to work hard in order to make an impact in the world
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Don’t have all the requirements but convinced you’ll be able to make an impact?
We’d love to hear from you! Please note that we place serious consideration to
your application responses to all questions; only completed profiles will be
considered for this role.
Lillio Perks!
Flexible working arrangements; we are a remote-first company who gathers
together (virtually) every quarter, and in-person at least once per year. You
must be willing to travel in-person as required for the role
Health benefits package includes medical, dental and vision
401K matching, and HSA contribution for US employees
Paid time off, including vacation, personal and volunteer days
A subscription to the mindfulness and meditation platform, Headspace
Opportunities for learning, mentorship and professional development
Ongoing team-wide and company-wide virtual social activities and success
celebrations
Accessibility
Lillio is committed to inclusiveness, equity and accessibility. If you require
accommodations at any step of the application or interview process, please
indicate so under the "Accommodations Question" box on your application.
Accommodations may include but are not limited to: alternative methods of
communication, providing a detailed “what to expect”, or modified testing.
Please note this list is not exhaustive and we are more than happy to discuss
other accommodations as required.
Commitment to Diversity
Diversity, Inclusion and Belonging are central to Lillio's core values. Lillio
aims to ensure we provide a safe environment for everyone to thrive while
bringing their authentic selves to work. Our mission is to promote an inclusive
work space for all employees through Education, Discussion, and Celebration of
our differences. Embracing these differences while coming together with a common
purpose is what makes our team extra special.
Equal Employment
Lillio is an equal employment opportunity employer. We consider all qualified
applicants without regard to race, color, religion, gender, gender identity or
expression, sexual orientation, national origin, genetics, disability, age,
veteran status, or any other legally protected characteristics.
