Open Position: Customer Success Manager
Position Type: Permanent
Location: Home/field-based working + London Old Street
Reporting to: Co-founder CEO
Role Purpose/ Summary:
Your mission will be to ensure Yapster customers’ satisfaction and success. This is a wide ranging leadership role, requiring thoughtful, productive interactions with every part of the Yapster business (customers, dev, ops, marketing and sales).
The founders of Employee Republic are looking for an amazing person to join our small team of 7 and make a big contribution to the company’s culture and capability. Every day will present new challenges, requiring fast-paced learning on the job.
This role presents an excellent opportunity to have a fundamental impact on an interesting new technology product - and materially improve the working experience of a user community that has often been poorly served by enterprise technology - until now ;)
Major responsibilities / accountabilities:
Customer management: You will interview business leaders (and key influencers) within customer organisations, agree quarterly roll out / user engagement goals with them and ensure those goals are achieved (through a combination of Yapster development, 3rd party integrations and adoption of appropriate manual processes where appropriate).
Project management: You will be the ‘face of the customer’ to the Yapster development and management teams and the ‘face of Yapster’ to customers. You will document the needs and priorities of all key stakeholder groups and manage expectations in respect of software updates and the scope of Yapster’s product roadmap.
UX research: Interrogation of users, developers and other stakeholders to optimise new Yapster functions and improve existing functions. Encompassing interaction design, information architecture, visual design and collaboration with design, development and product teams to optimise product suitability.
First line user support: Alongside the Co-Founder CEO, you will initially manage inbound customer support requests and, within 9-18 months, recruit and establish a world-class customer service team to take over this responsibility day to day.
Mandatory skills and experience:
- 2 years customer service experience, ideally in retail or hospitality
- 2 years project management experience, ideally involving multi-tenant SaaS technologies
- Strives to continually make everything they touch better
- Good written and oral communications skills
- Able to work with little direct supervision (though there will be plenty of supervision available, it won’t always be co-located)
- Self motivated and proactive
- Excellent problem-solving skills
- Interested in better ways of doing things, yet recognising the realities of delivering features to customers
- Flexible approach to day to day tasks and coping with an extremely challenging workload
Desirable skills and experience:
- PRINCE2 or similar project management qualification
- Confidence managing cross-jurisdictional projects
- Foreign language skills
- Experience analysing user data and implementing strategies to positively affect relevant metrics
Diversity of culture and thought will be critical if we are to deliver on our goals. We aspire to build a world-beating team that properly reflects the society we serve.
Interested? Send us an email at firstname.lastname@example.org
Employee Republic & Yapster
Employee Republic is an investor-funded retail & hospitality tech start-up. With your help, our mobile technology will be downloaded, used and enjoyed by millions of workers operating “on the shop floor” of the UK’s favourite High Street brands. Our mission is to empower people working in roles previously untouched by decent enterprise technology.
Our signature product Yapster (www.yapster.info), which is sold on an enterprise licence basis to employers, allows employees to communicate by mobile messaging.
Our customers include well-known brands such as Ann Summers, Caffe Nero, Capita, Coach, Dunelm, Superdry and Wyevale Garden Centres.
We believe in looking after our employees. Working with us, you will be able to put your skills to the test in our fast-paced environment.
Are you looking to join us but there isn't a position avaliable in your skill set?
Not to worry. We are always on the look out to add more talent to our team. Get in touch with your CV and cover letter at email@example.com.