Customer Success Coordinator London, England
Job description
Fospha
Fospha is a Mar-tech scale-up with an exciting, differentiated product that is beginning to realize our serious growth ambitions. We provide a marketing measurement product for eCommerce brands, helping them navigate the complex world of digital advertising across channels like Google, TikTok and Meta. We are offering the opportunity to join as a Customer Success Coordinator and rapidly progress in our Customer Success team, developing marketing and attribution expertise. There will be future opportunity to move departments (e.g. Product or Sales) once you have gained the domain expertise required to succeed in delivering the best possible experience for our clients.
In the last 12 months, we have:
Re-platformed our product to enable the next phase of our growth
More than tripled our customer base, including adding many of the UK's best-known brands
Become certified as TikTok's (only) measurement partner
In the next 12 months, we plan to:
Triple the customer base again (Q1 2023 was our record quarter for growth)
Continue expansion into the US and EU
Realize our ambition of being the de facto best measurement product for eCommerce brands in the world
Why Us?
Many problems are difficult to solve, especially at scale. They take the right team and environment. We are a mix of individuals from data scientists and engineers, product people, marketers and entrepreneurs. We have very different personalities. We are united by a set of values, by a passion for solving big problems.
Visit our careers page - Careers At Fospha - to learn more about our core values and working at Fospha!
Role and key responsibilities:
Support and learn from Customer Success team on matters specific to Fospha clients
Own and project manage client onboarding, ensuring quality for our customers
Become a go-to expert in Marketing and Fospha products and provide training sessions to clients and on-going support
Ensure the timely and successful delivery of our solutions according to customer needs and objectives. Tracking JIRA tickets through to completion
Forecast and track key account metrics, identify and help realise upsell opportunities: grow opportunities within customer base and collaborate with our sales team to ensure growth attainment, and realise upsell opportunities
Track client health scores, creating mitigation plans for at risk clients to ensure renewal
Independently prepare and deliver insight meetings to clients, highlighting their marketing performance, providing recommendations on ad investment and progress against their goals
Build and manage key client stakeholder relationships
Continually strive to provide the best customer service possible and exceed expectations
Professional Requirements:
Working knowledge of MS Excel (formulas, pivot tables, visualisations) and MS PowerPoint
Enjoy working with data; pulling reports & data analysis to get the best insights to our customers; experience with data visualisation is a plus
Capable of producing high quality presentation decks for client meetings, overall owner and responsibility for getting contributors to provided content on time
Demonstrated interest or experience in Search or Social marketing (internships and contract work count!), marketing experience (google analytics), understanding of performance marketing
Ability to build strong working relationships both with colleagues and clients
Effective verbal and written communication skills
Personal Requirements:
You will be able to demonstrate examples of our core principles:
Seek inclusion & diversity: We create an environment where everyone feels welcome and people are encouraged to speak and be heard
Work Hard, Work Well, Work Together: We take responsibility for making things happen, independently and together; we help colleagues in need and close loops, making sure our work is complete and has lasting impact
Grow: We are proactive, curious and unafraid of failure
Customer at the heart: We care about the customer, feel their pain and love building product that solves their biggest problems
Candour with caring: We deliver candid feedback with kindness and receive it with gratitude
Above all, our people show a willingness to work together and get their hands dirty to deliver product success, which means our clients are successful.
Interview process
30 min Pre-Screen call with one of our senior data scientists to give us an opportunity to tell you more about the role and to learn more about your experience
A 48hr Task to complete at home: This will be role specific and depend on the team and function of the job you are applying to and will help us to understand your approach to work and solving problems
1hr Competency Interview with our Customer Success Manager and Director of Operations split into 2 parts:
30 minutes of presenting the task you have prepared and answering questions on this
30 minutes of competency and scenario-based questions to understand more about your skills and experience and to see how you would respond in different scenarios
Two 15-minute Team Chats and Exec Interview with our CEO to see how you fit in with the rest of the Fospha team and to ensure our values match with your own
Benefits:
Competitive salary, pension scheme, work perks scheme, health scheme
Personal and Professional Growth benefits as outlined below
We're constantly growing our benefits package
Personal & Professional Growth:
We actively want to grow and support you, we welcome our team's feedback. You can expect to up-skill and take on more responsibilities over time should you choose to, and there are many ways your career can develop with Fospha:
Extensive opportunities for progression for those who seek it within the Customer Success team
Enrolment in the Fospha Centre of Excellence – our new Learning & Development Programme
Access to coaching in product development & leadership to serve you here and beyond
Extensive opportunities for progression for those who can prove themselves
Opportunity to move departments in Fospha once you have gained the domain expertise and customer centric mindset
Opportunities to partake in structured training and leadership development programmes, from our being a part of Blenheim Chalcot – the largest UK Venture Builder
Working location:
Fospha are based at the Scale Space tech campus in West London - where you can partake in a full social calendar of community events & classes (Yoga is a team favourite). Whilst at Fospha we pride ourselves on flexibility (accommodating hours and personal circumstances), we are an office-first company, and we take pride in the tight knit communities we have created at our office in Scale Space White City. We have a 3 day/week office policy (but expect this to be more during probation). This ensures new joiners get up to speed quickly and benefit from in person collaboration and social interactions!
