We are hiring a Customer Success Executive!
The Role:
Location: Sheffield City Centre (5 mins walk from the train station) with opportunity for some remote working
Salary: 21-23k pa dependent on experience
Job Type: Full-time
About Us:
Airship is an established SaaS (software as a service) company based in Shffield. We have two products that serve the best and most exciting brands in the UK hospitality industry - think Byron, The Alchemist, Leon, Turtle Bay, Chilago, Boxpark and many more.
We're a small team all pulling in the same direction with a focus on camaraderie, support, good work and good fun, and we'd like you to join us as the latest member of our Customer Success team.
Customer Success Executive - The Role:
Your role as a member of the Customer Success team starts the moment a customer decides they want to use us, and you'll be by their side throughout their time with us, ensuring they get the most value from our products.
When we have a new customer, you'll be helping them through the set-up process, talking them through its functionality and training them to use it. With all our customers you'll help them make use of our products themselves, and sometimes dive in, hands-on, where they need us to act as an extension of their marketing department.
From a support perspective, you will be responsible for working directly with customers to help them grow into our products, answer questions, track feedback, troubleshoot and report and escalate issues to our technical people.
And from a marketing perspective, you will also sometimes work hands-on with our clients to guide and help them set up e ective campaigns using our platforms.
Customer Success Executive - Key Responsibilities:
- Become an encyclopedia of knowledge about how our products work and what they are capable of and use that knowledge to help our customers apply this to their businesses
- You'll be looking after our customers on a day-to-day basis and guiding them to get the most our of our products
- Become an expert on data and CRM systems and apply that knowledge to help guide clients on best practice for organising and segmenting their data
- Ensure that all customers have a great experience with our products - where the product ever falls down on reliability, usability or speed, be the voice that gets that information back to our product team so we can fix it. Through your feedback and empathy with our customers' challenges, you will be able to influence the direction of our products
- Communicate efficiently and effectively with our customers, whether it be via our ‘support desk', email or over the phone
- Day to day, monitor and encourage the use of our ‘support desk' software. Provide timely and helpful responses to any inbound questions
- Proactively help our customers through the onboarding stage, diarising calls and email progress updates and removing roadblocks where they appear
- Craft and maintain our support centres, writing and updating articles to help reduce the amount of times you have to answer the same questions by delighting our customers with a place that they can self-service their support queries
Customer Success Executive - You:
- Excellent communication and writing skills, the ability to explain complex topics in easy to understand and concise English
- The ability to form great working relationships with our clients
- A passion for talking to customers all day, every day
- Great problem-solving abilities and experience in a troubleshooting environment
- Marketing know-how and a passion to help our clients succeed
- The ability to manage workload and work to deadlines
- Great organisational skills and attention to detail
- A creative mindset
- An interest in data and knowledge of the GDPR, but not essential:
- Experience with CRM and Email Marketing
- Experience within the Hospitality industry
- Experience using Intercom for answering support queries
- Experience within a SaaS company
- Project management experience
Customer Success Executive - Benefits:
- Holidays: 20 days holiday + bank holidays + an extra day holiday for each year worked with us
- 10% time: 10% of your time to learn something new
- Personal stipend: Monthly stipend for your own personal development and well-being
- Dog Friendly: If you've got one, it's welcome
- Cycle-to-Work Scheme
Email your CV to Georgina.Doyle@Airship.co.uk to apply.
See how it works for yourself
The Joiner’s Kitchen is our fictional restaurant with a very real digital guest journey. Head over there, sign up, and experience the basics of what Airship can do for yourself.