Customer Success Associate - Software
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Description
Experience Level: Entry
Estimated project duration: Ongoing
We are an established Software as a Service SaaS business offering sports organisations an all in one CRM, HR, Bookings and equipment tracking software solution designed for sports and activity providers. Hundreds of small and large providers use our service to help them keep track of equipment, take bookings from their customers in an instant and effortlessly coordinate their team members. We are growing and are looking for someone new to join our team.
You don't have to be an expert or have years of experience in Software or IT or the Sports Industry. We will consider all applications on their individual merits. We are looking for a dynamic and multi-skilled individual who is good with all people.
LOCATED IN YORKSHIRE OR EAST RIDING OF YORKSHIRE
You must be located within 1.5 hours drive away from our offices in Hull which you will be required to attend at least 3 days a week flexibly and have access to your own vehicle for travel to customer sites when necessary. The rest of this role can be home based and you must have a suitable quiet area with laptop/computer and suitable fibre optic or cable internet to connect to the internet.
ABOUT THE JOB:
CSAs are the resident product experts, responsible for thoroughly understanding our apps and content management system, and applying that knowledge towards our customers’ success. We’re looking for people with a strong mix of account management and technical support skills, who are comfortable working with all clients—from the most tech-minded, forward-thinking, to the customers using a smartphone for the first time. Ultimately, we hire CSAs who are passionate about keeping clients happy and making sure they have the best service experience of their lives.
Time management and attention to detail are second nature to you. Key competencies for this role include outstanding communication skills and proficiency with google and CRM software tools. We want someone who appreciates the fact that great service has a direct impact on customer retention, and is interested in joining a customer success team that continually pushes itself to be better and smash customer success metrics.
WITHIN 3 MONTHS, YOU’LL:
Help our support team to write amazing guides for our clients using our content management system. Visiting customers when necessary and helping our MD keep on top of our workload.
You’ll be expected to pick up the system quickly, and continuously find ways to get better at using it.
Calling prospective clients and leads to introduce the software and arrange demos.
Help to manage client accounts through demo, onboarding, launch, training ensuring that they have a great experience throughout.
WITHIN 6 MONTHS, YOU’LL:
Work closely with our sales team, visiting customers when necessary to provide training, understanding their needs for the software and collating feature requests for the future.
Collate user feedback and pain points and loop these back to the relevant teams.
Be a product expert, a friendly face to our clients who are in the sports and activity industry.
WITHIN 12 MONTHS, YOU’LL:
Represent us on-site at trade shows, conferences, and other events. You’ll have the opportunity to provide demos and presentations (as our expert!)
Identify and implement process improvements to scale the role.
Work to make the rest of your team better because they should be making you better too!
OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:
Strong time management skills.
Good communication skills along with the ability to effectively collaborate with cross-functional teams.
3-year degree or equivalent work experience is preferred.
Energetic and organised person.
Able to work alone and within our small team with people from various backgrounds.
Must be a good communicator over the phone, webcam and face to face.
Able to work flexibly from home, occasionally travel to customers sites using own transport and also several days from our offices in Hull or Sheffield.
Has an interest in Sport and physical activity education.
WHAT WE CAN OFFER:
Full time retainer flexible rate for the first 3 months, then there will be a review dependent on performance.
We are a close net loyal team - if you put in the effort and help us to make the business successful then you will be rewarded with our loyalty in return.
Work from home and flexible working.
Travel expenses covered using own vehicle to customer sites and into work if based more than 10 miles from offices.
We are a new software company and are looking for someone who will stick with us as the business grows.
We are initially looking for someone who will work with us on a Freelance Contract Basis and we are flexible to discuss the hours.
A company laptop, monitor and other equipment will be provided if required.
If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and a copy of your CV.
You don't have to be an expert or have years of experience in Software or IT or the Sports Industry. We will consider all applications on their individual merits. We are looking for a dynamic and multi-skilled individual who is good with all people.
LOCATED IN YORKSHIRE OR EAST RIDING OF YORKSHIRE
You must be located within 1.5 hours drive away from our offices in Hull which you will be required to attend at least 3 days a week flexibly and have access to your own vehicle for travel to customer sites when necessary. The rest of this role can be home based and you must have a suitable quiet area with laptop/computer and suitable fibre optic or cable internet to connect to the internet.
ABOUT THE JOB:
CSAs are the resident product experts, responsible for thoroughly understanding our apps and content management system, and applying that knowledge towards our customers’ success. We’re looking for people with a strong mix of account management and technical support skills, who are comfortable working with all clients—from the most tech-minded, forward-thinking, to the customers using a smartphone for the first time. Ultimately, we hire CSAs who are passionate about keeping clients happy and making sure they have the best service experience of their lives.
Time management and attention to detail are second nature to you. Key competencies for this role include outstanding communication skills and proficiency with google and CRM software tools. We want someone who appreciates the fact that great service has a direct impact on customer retention, and is interested in joining a customer success team that continually pushes itself to be better and smash customer success metrics.
WITHIN 3 MONTHS, YOU’LL:
Help our support team to write amazing guides for our clients using our content management system. Visiting customers when necessary and helping our MD keep on top of our workload.
You’ll be expected to pick up the system quickly, and continuously find ways to get better at using it.
Calling prospective clients and leads to introduce the software and arrange demos.
Help to manage client accounts through demo, onboarding, launch, training ensuring that they have a great experience throughout.
WITHIN 6 MONTHS, YOU’LL:
Work closely with our sales team, visiting customers when necessary to provide training, understanding their needs for the software and collating feature requests for the future.
Collate user feedback and pain points and loop these back to the relevant teams.
Be a product expert, a friendly face to our clients who are in the sports and activity industry.
WITHIN 12 MONTHS, YOU’LL:
Represent us on-site at trade shows, conferences, and other events. You’ll have the opportunity to provide demos and presentations (as our expert!)
Identify and implement process improvements to scale the role.
Work to make the rest of your team better because they should be making you better too!
OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:
Strong time management skills.
Good communication skills along with the ability to effectively collaborate with cross-functional teams.
3-year degree or equivalent work experience is preferred.
Energetic and organised person.
Able to work alone and within our small team with people from various backgrounds.
Must be a good communicator over the phone, webcam and face to face.
Able to work flexibly from home, occasionally travel to customers sites using own transport and also several days from our offices in Hull or Sheffield.
Has an interest in Sport and physical activity education.
WHAT WE CAN OFFER:
Full time retainer flexible rate for the first 3 months, then there will be a review dependent on performance.
We are a close net loyal team - if you put in the effort and help us to make the business successful then you will be rewarded with our loyalty in return.
Work from home and flexible working.
Travel expenses covered using own vehicle to customer sites and into work if based more than 10 miles from offices.
We are a new software company and are looking for someone who will stick with us as the business grows.
We are initially looking for someone who will work with us on a Freelance Contract Basis and we are flexible to discuss the hours.
A company laptop, monitor and other equipment will be provided if required.
If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and a copy of your CV.
James M.
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is this remote or on-site?
James M.05 Jun 2018As describe in the advert "Able to work flexibly from home, occasionally travel to customers sites using own transport and also several days from our offices in Hull or Sheffield." So this would be a mixture of office and home based so you will need to be based in or near the Yorkshire or North Lincs area. Thanks
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