We Are Hiring: Customer Account Manager!😎

What will you be doing?

Your role as a Customer Account manager will be to build long term relationships with our customers & support them in using our products, you will be looking after our key accounts who need more hands on & pro-active support to meet their marketing goals.

You will work within the customer success team to ensure our customers are using Airship & Toggle to the highest possible standard & are satisfied with the ongoing support they are receiving from yourself & anyone else they come into contact with from our team. 

Who you will report to:

Head of Customer Success

Your role

• Become an encyclopedia of knowledge about how our products work and what they are capable of. Use that knowledge to help our customers apply this to their businesses & to train the rest of your team. 
  

• You will support your customers from the moment they begin to onboard with Airship all the way through to ensure they’re using all of the features to their full potential
  

• You will build excellent long term relationships with your customers, be their key point of contact & always strive to help them excel with the use of our products. 
  

• Carry out regular meetings with your customers to ensure they have all of the tools and support they need. Monthly calls should be in place (or more often where relevant) to ensure they’re on track with their CRM & Marketing plans. 
  

• 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, in person or over the phone.
  

• You will work to help your customers with any issues or support they might need and these can be escalated through the team when needed. 
  

• Speak to customers about our boosters & additional features to ensure they’re always up to date and aware of any improvements with the platforms.
  

• Support our customers with the uptake of any boosters or new features they use & ensure any feedback is passed back to our product team to continually improve our platform. 
  

• Cross-sell our other products to your customers (bonuses are in place to incentivise the upsell of boosters & other products). 

• Completing a monthly report with recommendations on the performance of customers on the platforms & their status and the 5 things you’re going to action the following month to improve customer satisfaction and to prevent customer churn. 
  

• Ensure you are up to date with all competencies relevant to your role & educate yourself on troubleshooting methods so that an issue is only getting escalated to the engineering team when all other possible explanations have been explored.
  

• Become an expert on data and CRM systems and apply that knowledge to help guide customers on best practice for organising and segmenting their data.
  

• Be positive and a force for good in the team – even when faced with difficult problems. Be solutions focussed. Remain calm under pressure.
  

• Help to make Airship a great place to work. Help us maintain and build morale and to make our work fun!
  
  

Job Type: Full-time

Job Location: Sheffield City Centre (5 mins walk from the train station) with opportunity for some remote working

Holidays: 25 days holiday + bank holidays

10% time: 10% of your time to learn something new

Dog Friendly: If you’ve got one, it's welcome.

Cycle-to-Work Scheme

‍

Fancy applying? email your CV to georgina.doyle@airship.co.uk