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Customer Success AssociateCustomer Success

Stotles

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Customer Service, Sales & Business Development

Posted on Friday, March 22, 2024

Customer Success Associate

2 more properties

💭 About Stotles

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Our mission is to unlock the potential of business and government working better, together.

The partnership between business and government is vital in making our communities productive & cohesive, but inefficiency and bureaucracy is currently the norm. We are using a modern approach to change this.

Our SaaS platform gives businesses a clear view of opportunities to work with the public sector, and the tools needed to manage them. We are bringing together a massive amount of messy government data to bring clarity and transparency to a space that desperately needs it.

We've seen fantastic traction from industry leading customers such as Salesforce, Vodafone, Insight, Civica and others.

Learn more:

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Working at Stotles

💡 About this Role & Why We're Hiring

It's never been a more exciting time at Stotles. Here's why we're looking for you.

Stotles is hiring for a Customer Success Operations Associate as we set sail on the next phase of the company’s growth.

We're hiring a highly organised, enthusiastic individual to provide front-line support that delights our existing customers, whilst working cross-departmentally to develop and improve existing processes e.g. automating some Support processes, implementing self serve support options and improving the industry research reports that we provide to our customers. Our customer base is growing rapidly so we need somebody excited to get into the action as part of the team while they learn and grow in a fast-paced, tech start-up environment.

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Comp Range: £28,000 - £32,000 base salary with an additional options equity grant equivalent to £3,000-£5,000

🔨 What You'll Do

Key responsibilities include:

Responding to inbound requests in a timely manner via email, live chat and phone calls, as well as supporting the CSM team to set up and configure customer’s instance of Stotles platform.

Taking ownership of the Stotles Customer on-line help-centre by working closely with the Customer Success team and with the Product teams to develop and maintain in-app education material, including both written and video user guides.

Producing and maintaining Customer Success process documentation, including internal ‘How to…’ guidance for end-to-end customer journey touch points, relevant document templates and outreach copy writing.

Ownership of quarterly Customer NPS feedback system, collating and analysing results, and working with relevant teams internally to implement improvement actions based on findings.

Producing industry reports for our customers in a standardised report template, with data from both our platform and external sources, with the ability to summarise findings in relation to the customer in question. This is a great way to learn about Public Sector, selling to Public Sector and the proactive value add of a customer success team.

Reporting and tracking customer product usage statistics as required by the Customer success team and using the trends to drive appropriate customer support actions eg increased product training, training of new users etc.

Maintaining clean customer data across the Customer Success Systems including HubSpot CRM, Intercom, Amplitude, Xero and other systems. Familiarity with these or similar systems would be an advantage and training and onboarding will be provided.

Supporting on ad-hoc internal projects across the Commercial team, including (but not limited to) research support for customer delivery projects and producing case studies / testimonials in collaboration with the Growth Marketing team.

⌨️ Who We're Looking For

Experience

Mentality

Methods

Skills

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Most importantly, we're looking for curious, ambitious people who love to learn new things. If (for any reason) you don't fit our requirements but you're passionate about our vision, don't hesitate to apply!