Customer Success Representative Remote
Job description
Customer Success Executive – Job Description
Reporting to: Head of Customer Success
Pay Scale: £24,000 - £30,000 (upto)
Hours of work: Monday – Friday, 9am-5pm
Location: Remote / Sheffield
The Company
Coordinate Sport is a progressive company servicing the Sport and Leisure service industry to provide a pioneering platform which benefits the wider society and provides huge impact and growth opportunities for its customers.
We provide our customers with an unparalleled tool which simplifies and accelerates their business growth journey.
We are an audience led organisation and strive to create a platform that improves activity experiences for children and the providers that serve them.
Scope and Remit
As a Customer Success Executive at Coordinate Sport, you'll be part of a progressive team working on an industry leading product. It's up to us to educate customers on the value of our application and what it can do for them and their audience.
We are the experts: We dive in deep to understand the layout of our customers’ business and current technical set up. We work to ensure that they know their opportunities and that their goals with Coordinate Sport are met.
You will actively manage a group of customers on their journeys from getting implemented onward. You'll be the guide to our customers in understanding how we can support them to grow their business how they can create more impact for their audience.
Coordinate Sport Customer Success executives wield proven expertise, building deep relationships and translating significant, complicated industry specific customer needs into straightforward, measurable solutions.
Key Responsibilities
In this role, you should expect these responsibilities to be part of your day-to-day schedule:
● Onboarding new customers and training their staff on how to use
Coordinate Sport effectively.
● Identifying opportunities for onboarding efficiency, account expansion and revenue creation within our customer base.
● Advising our customers on how to improve their performance and increase their return on investment.
● Clearly communicating the benefits of new product features and ensuring customers promptly adopt them.
● Quickly identifying gaps in our product that impact the success of our customers.
● Working closely with our product and support teams to ensure issues are resolved.
● Proactively talking with customers to ensure that they get the most value out of your service.
● Developing and nurturing customers into advocates to increase brand awareness and build a sense of community.
● Analysing data and results to guide product and customer success improvements.
● Conducting webinars with groups of customers to assist with onboarding and product
● Identifying opportunities for customer training in a proactive way.
● Drive expansion and adoption of our software and services.
Knowledge and Experience Requirements
● Minimum 2 years of professional experience in Customer Success or
Account Management.
● Experience in building and maintaining strong relationships with customers.
● A proven display of expanding revenue and mitigating customer churn.
● Be 100% solution focused and hold exceptional standards when it comes to expectation setting for both external and internal stakeholders
● Display ‘a can-do’ attitude in all areas of the business
● Experience working closely with other functions like Marketing, Sales, and Product.
● Excellent communication skills, with great listening skills.
● Tech savvy and have experience implementing software on an account per account basis.
● Experience working with customer communication tools.
● Adaptable nature and the willingness and ability to shift strategies on a to meet the needs of our customers.
● Proven ability to manage multiple complex customer journeys at once.
● Experience working with SaaS products.
Desirables:
● Industry knowledge and experience.
● Experience managing accounts for a product that solves complex.
● Enterprise account management experience.
Key Performance Indicators
Your performance as a Customer Success Executive will be measured via a combination of soft and hard metrics, a selection of these metrics contribute to
your performance related bonus outlined in the CSE bonus structure) Examples of KPIs for your role;
● Churn
● MRR
● Customer LTV
● Net promoter Score (NPS)
● Expansion Revenue generated
● Customer Satisfaction
● Customer Support (volume)
Job holder Name:
Please sign and date below to indicate your agreement with this job description.
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Job Types: Full-time, Permanent
Salary: £24,000.00-£30,000.00 per year
Benefits:
- Flexitime
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Commission pay
- Yearly bonus
Experience:
- Customer Service: 1 year (preferred)
Work Location: Remote
