Senior SEO Testing Consultant

About the role

Senior Consultants at SearchPilot play a pivotal role in driving the success of our Enterprise customers and professional services delivery. Reporting directly to the VP of Customer Success, Senior Consultants works within the wider Professional Services team to ensure our customers achieve their strategic objectives through the effective use of the SearchPilot platform.

Senior Consultants are heavily focused on customer success, maintaining and expanding customer relationships through strategic delivery and a deep understanding of their business needs and challenges. Additionally, they will run our most strategically important accounts within the professional services team, contributing to their SEO experimentation strategy and implementing solutions through the SearchPilot platform. They are also a role model for the wider team, supporting in line management and the creation and definition of internal processes to help SearchPilot build a best-in-class professional services and customer success offering.

This role is only open to residents of Massachusetts, New York and Washington State. 

Overview of responsibilities

Customer Success & Consulting

• Lead strategically important Enterprise customer accounts using a proactive and strategic approach to customer success that leads to positive commercial outcomes to the business (e.g. retention and expansions to existing contracts).
• Develop strong customer relationships across the business, advocating for their needs and ensuring they derive maximum value from the SearchPilot platform.
• Lead Executive Business Reviews (EBRs) with customers, identifying opportunities for growth and retention in collaboration with the VP of Customer Success.
• A recognized expert on the team that supports across accounts with the delivery of professional services, leveraging expertise to support team members to drive customer success in line with best practices.
• Collaborate with sales, marketing, and product teams to ensure a best-in-class customer experience.

Team Leadership & Process Improvement

• Act as an exemplary role model for the US team, embodying SearchPilot's values and fostering a positive work environment and a culture of high performance.
• Directly line manage members of the team, playing an active role in managees’ development, in line with SearchPilot’s values and approach.
• Support with the monitoring of team capacity and work with the VP of Customer Success to inform decisions about hiring, running customer accounts, and advising on the management structure of the team.
• Report to the VP of Customer Success on team performance - this includes ensuring all team members are on a path of progression and, if necessary, supporting with running performance reviews to ensure we are surrounded by a strong team.
• Act as an advocate for the team with the wider company to ensure they’re getting the support they need to carry out their jobs effectively and to a high standard.
• Drive the creation and refinement of internal processes in consultation with the VP of Customer Success, ensuring they align with both company and customer success goals.
• Facilitate knowledge sharing and best practices within the team, enhancing the team’s collective expertise and professional services delivery.

Strategic Impact

• Alongside the VP of Customer Success, monitor and report on customer health metrics, including churn, Net Promoter Score (NPS), and Net Revenue Retention (NRR).
• Identify and implement strategies to improve these metrics, working closely with the VP of Customer Success.
• Engage in product development discussions, advocating for features and improvements that enhance customer satisfaction and success.

Preferred Skills & Experience

• A minimum of 3-5 years of experience in a professional services or customer success role within an Enterprise B2B SaaS environment.
• A deep understanding of SEO, and how to run a successful SEO testing program to achieve SEO success.
• A customer-centric ideology with a proven track record of developing and maintaining strong customer relationships.
• Excellent leadership and team management skills, with experience in process improvement and team development.
• Ability to work collaboratively across departments and influence senior internal and external stakeholders.
• Demonstrate clear ownership of work and own professional development, holding self and others to a high standard.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Exceptional communication skills, both written and verbal, including an ability to explain technical concepts in an easy-to-understand manner.
• Be able to carry out complex, specialist or non-standard tasks confidently and consistently.
• Strong understanding of web infrastructure and web development, including a strong understanding of HTML and CSS.
• Familiarity with JavaScript and Python.

About SearchPilot

Benefits

We want our people to be happy and healthy - at work and outside of work. We generally work 35 hours a week, with the opportunity to take advantage of ‘summer hours’ from June to August which means you can work an extra hour Monday to Thursday and take Friday afternoon off if you’re up to date with your work. You’ll get a choice of working equipment and an annual $850 happiness budget to buy stuff to make you happier or more productive at work such as a new flashy monitor, a new office chair or training.

Other benefits include:

• 25 days annual leave plus bank holidays
• Subsidised private healthcare
• Life insurance
• We will match up to 5% of your pension contributions
• A monthly wellness allowance
• A choice of working equipment
• 12 weeks fully paid leave for new parents (moms & dads)
• A Kindle with pre-loaded books

About SearchPilot

SearchPilot is a fully-bootstrapped, profitable and growing startup currently made up of 24 people in the UK and US. We spun out of an agency called Distilled in early 2020, with the whole team becoming part of the new company. At Distilled, the product was called DistilledODN.

At SearchPilot we are passionate about our team, and we want that to be more than just words. We want to continue to build a team of people who can thrive and succeed, as well as feel valued and welcomed, at all levels.

As part of that goal, we are trying hard to actively build a diverse team, as we believe diversity is a necessary component to building the strongest company possible. To this end, one of the steps we have taken is committing to an annual report assessing how we are doing on this front - all of these reports can be seen here .

SearchPilot does not discriminate on the basis of sex, race, marital status, disability, age, sexual orientation, religion, or any other characteristic irrelevant to an individual’s ability to fulfill the relevant role. We are committed not only to meeting our legal obligations in this area, but also to the positive promotion of diversity in our teams.