Customer Success Manager, Iberia

Compensation & Benefits:

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks. The annual gross pay for this position is €42,000 – €50,000. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.

About the Role:

The Tasker Success team helps Taskers achieve their personal tasking goals using Taskrabbit. This includes onboarding Taskers seamlessly, nurturing them, ensuring that they are fully utilised and retained, and coaching them to build satisfaction with the platform. These approaches, applied at the local level, will result in Taskers being higher quality, and more retentive – which drives client bookings and retention.

As a Tasker Success Manager for Iberia (Spain and Portugal) based in either Madrid or Barcelona, you will collaborate closely with cross-functional teams throughout the entire Tasker lifecycle, focusing on critical areas such as invoicing, utilisation, and retention. Your role will involve developing and implementing programs and communication strategies aimed at enhancing the performance of Taskers in your market, including delivering workshops and regularly calling Taskers to provide support and guidance.

Working closely with internal stakeholders, you will coach Taskers, identify process improvements, and serve as a thought partner on invoicing, utilisation, and retention issues. Your ultimate goal is to equip Taskers with the knowledge, skills, and resources required to succeed on our platform.

What you will work on:

• You will be responsible for conducting weekly in-person office hours with Taskers. During these office hours, you will provide support, guidance, and feedback to Taskers on their performance, as well as assist them in resolving any issues they may be facing.
• Ensure that Taskers have a positive experience after activating, and implement targeted tactics to optimise their productivity, while also providing strategic guidance to ensure the retention of valuable Taskers.
• Make strategic recommendations about how our programs and communications should evolve, and work alongside field stakeholders.
• Responsible for program metrics performance around utilisation, invoicing, and retention, including tracking and reporting.
• Master the Tasker lifecycle. Rigorously apply data to identify gaps and opportunities in the Tasker experience.
• Continuously monitoring industry trends and best practices, staying up-to-date on new developments, and integrating these insights into our program approach.

Requirements:

• We’re looking for someone based in Madrid or Barcelona or an easily commutable distance into these main cities, with availability to potentially travel to other main regions as required.
• Fluent Spanish speaker is a must, Portuguese speaking also an added advantage.
• Demonstrated experience managing and maintaining strong relationships with cross-functional teams, including Operations and Marketing, to drive results and achieve business objectives.
• Strong analytical skills with the ability to identify supply gaps and create plans to address them, with a solid understanding of supply/demand dynamics.
• Excellent communication skills with the ability to provide updates on market trends at weekly meetings, and build rapport with the Tasker community.
• Ability to contribute to the creation of solid plans that build on existing frameworks and put them into action with the support from your manager.
• Proven ability to execute strategies provided by the program team on time and with high quality, and proactively suggest actions to address supply gaps.
• Strong organisational skills with the ability to produce accurate and high-quality brief documents that describe plans or projects.
• A data-driven decision-maker who enjoys digging into data to understand trends.
• Ability to manage core tasks independently and deliver work that meets targets and deadlines.
• Comfortable operating at a fast pace in an entrepreneurial environment.
• Strong attention to detail with a knack for prioritisation and establish the scope of projects.
• Curiosity about how things work, with the ability to anticipate problems or spot areas for improvement.
• Added advantage if you are familiar with: Looker, Totango, Excel, GSuite.