Job description

Customer Success Manager - Europe

• Full-time
• Fully remote
• UK-based with some UK/European travel

Work from anywhere in the UK in this exciting Customer Success Manager role at SWOOP Analytics.

About SWOOP Analytics

SWOOP is on a mission to empower organisations and their employees with data that helps them work smarter. We’re an Australian SaaS company working with some of the world’s biggest and most forward-thinking brands, putting data that makes a difference at their fingertips.

SWOOP products analyse interactions on some of the most popular enterprise collaboration platforms like Microsoft 365, Teams, Viva Engage (Yammer), SharePoint Online and Workplace from Meta. We’re in an exciting phase of growth as organisations around the world increasingly realise the transformational impact that insightful analytics can have.

About this role

We’re looking for a Customer Success Manager to take care of our customers in the UK and Europe. You’ll be responsible for the customer journey - from setting up trials, to onboarding, training, troubleshooting, and renewal. You’ll be there to help customers get the best from SWOOP every step of the way, turning customers into advocates who’ll join our mission and share our vision.

A deep passion to improve organisational collaboration and communication is what gets the SWOOP team out of bed in the morning. We need you to share that passion, to put your energy behind our mission, and to champion SWOOP with our current and future customers.

What you’ll do in this role

Reporting to our UK-based Director for Customer Success and Growth, you’ll be responsible for:

• Interactions with our UK and Europe-based customers
• Delivering onboarding, training and product updates to customers to ensure they are getting the best from SWOOP
• Maintaining deep customer and industry knowledge through regular engagement activities including running customer review meetings, participating in events/conferences, helping with delivering webinars, and actively engaging in SWOOP social media/customer community activity
• Acting as a first point of contact for SWOOP set up and ongoing customer support (managed via Zendesk), including liaising between the SWOOP technical team and prospective/current customers.
• Managing the renewal pipeline to optimise retention at the same time as promoting new use cases and product features to increase customer value
• Managing the renewal process to ensure reminders are issued, required adjustments to agreements are managed smoothly, and security/privacy reviews are successfully completed.
• Contributing to product development by sharing customer feedback to our product team - you are the voice of the customer
• Attending new business meetings to support the Director Customer Success & Growth, documenting key meeting learnings and outcomes, capturing and actioning follow-up activities
• Documenting prospective/current customer interactions in our CRM (Pipedrive) and publishing the weekly internal ‘Team Europe’ update detailing key activities and achievements

What you’ll bring to this role

You’re someone who can empathise with the customer and understand what a top-quality customer experience really looks like – and you can deliver what is needed to bring that experience to life! You’re a detail-focused problem solver, able to deliver consistent and thorough service and support internally and externally, and you have a genuine interest in ways of working, the digital workplace and modern collaboration practices would be a big plus in this role.

You are also curious and have the desire to learn. These are the key traits we’re looking for – there’s always a lot to get your head around so you need to be a quick learner too.

Previous experience in a Customer Success role is a significant plus, but so is experience using SWOOP, or experience in internal communications, internal channel management, or digital workplace/digital collaboration adoption/training/coaching.

How and where we work

From day one we’ve been a fully remote business, so when you join SWOOP you’ll be practising what we preach when it comes to digital collaboration.

We consider Australia ‘home’ as it’s the place where SWOOP began and most of our team members live Down-Under. However, we all work remotely and we have SWOOPers all over the world, so our collaboration habits need to be world class. According to our software and benchmarking research, we’re doing very well on that front - so get ready to make the best of Microsoft 365 when you join SWOOP!

Most of the work in this role can be done from any location you feel most productive. You’ll need to do some travel throughout UK/Europe to meet with customers, attend conferences or similar. We offer flexible working hours but these must be balanced with the needs of our customers.

Meet the people you’ll work with

You will be working closely with Pete (UK), Gemma (UK) , Coco (US), Sharon( AUS), Emily (AUS), Francesca (AUS), Marianne (AUS), Cai (AUS) and Laurie (AUS). Together we form and execute strategies and plans for helping our customers become better at communicating and collaborating with SWOOP. We cover many geographies, so it is a very international and diverse team.

Job Types: Full-time, Permanent

Salary: £48,000.00-£52,000.00 per year

Benefits:

• Casual dress
• Employee mentoring programme
• Flexitime
• Sick pay
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Supplemental pay types:

• Yearly bonus

Experience:

• Customer Success: 2 years (preferred)
• Digital Workplace: 1 year (preferred)

Reference ID: CSM - Europe
Expected start date: 01/04/2023