*Vacancy / UK* Customer Success Executive
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A standout opportunity
in customer success
We're looking for a talented and enthusiastic Customer Success Ex who enjoys working with people, supporting customers, giving great service and solving problems
You'll probably already be working in a B2B customer facing role - perhaps in account management, customer success or a dedicated training role. Either way, you'll be totally committed to ensuring you understand the needs and objectives of your customers and work tirelessly to ensure they have an exceptional experience at every turn.
You'll also have a desire to work with a fantastic product (unlike anything else on the market), you'll love working with motivated colleagues in a business that's growing fast and creating great career opportunities for smart staff who work hard - and you'll love working with famous brands to help them get the most out of our software.
Working in an early stage business takes a special kind of person - one with a rounded skill set capable of operating without the huge support network provided in a big company.
It's equally important to be a good team player, so working collaboratively with colleagues to achieve goals matters more to you than individual success. It will be in your nature for things to be done "the right way" and to go the extra mile. You will be passionate about providing high levels of customer service and training and have a desire to constantly improve.
These fall into three broad areas of focus:
● User management. Providing day-to-day user management support across your customer account portfolio, these will be SME customers.
● User coaching. Ensuring every user of the software gets the right training, support, guidance and advice they need to maximise the value they see from Turtl
● Supporting Customer Success Managers. Supporting CSMs on additional tasks such as ensuring all account details are up to date.
User management support
The overall responsibility for managing, retaining and growing accounts sits with the Account Managers. However, they need support from Customer Success to do this. Your role is to provide day-to-day support to our customers and their management teams - helping them add new users and ensure they understand how their team uses Turtl and get the most from the analytics Turtl provides on the content their team creates.
You should develop close relationships with users and in collaboration with the Account Managers ensure you understand customer business issues and that our product meets their business case for purchasing Turtl.
User coaching and supporting Customer Success Managers
You will support Customer Success Managers by providing adequate training and onboarding to new users to Turtl in order to maximise the value they see from Turtl. The goal is to inspire, excite and motivate users by showing them just how great content produced in Turtl can be. You should maximise the use of tools and online guides to support on-boarding and ongoing training.
Consultations should focus on understanding the user's goals and success measurements for the pieces of content they want to produce. You'll be expected to support users in achieving these goals and this typically involves training them on the tool and then helping them to create, publish and analyse the performance of exceptional content on the Turtl platform.
Analytics is a fundamental part of the Turtl functionality and you must work proactively to ensure that the users and customer stakeholders fully understand how their content has performed, working with the Account Managers as appropriate. You should keep in mind the customer use cases to ensure that users are getting the most out of the tool.
As users interact with the Turtl platform, we capture a variety of activity metrics to help us see who's really engaged and who's usage is waning. Your job is to understand each user and their objectives for Turtl, analyse the engagement metrics, using Pendo, to monitor usage levels, flag low adoption to the relevant Account Manager and make successful interventions to get people back into the tool and using our software successfully.
This may involve direct outreach via email, phone or face to face meeting, putting users through further training and raising unengaged users with the relevant Account Manager to agree a bespoke plan of action.
Additionally, you will need to spot check content being created by users to make sure it is as good as possible, making suggestions for improvement as necessary.
In high-level terms your job is to ensure everyone has a great time with Turtl, loves using the platform, gets amazing results and to look for opportunities where new users would benefit from using Turtl in new departments and for new use cases.
The experience, skills and qualities you will need for this include:
" This role requires experience and confidence in presenting product-based training to customers on both a one-to-one and group basis
" You will need to have experience with meeting deadlines and targets and be comfortable in a fast paced, ever changing environment
" You will need to be passionate about technology and strong ambition to work in a digitally focused role.
" Understanding of digital and content marketing
" A clear and compelling communicator with excellent organisational skills
" A degree level qualification
" Ability to analyse user feedback to identify improvements and prioritise
" Attention to detail
" Able to interact with people at all levels, demonstrating tact, diplomacy and discretion
" Be a self-motivated collaborator