We are recruiting! Customer success and sales roles available through kickstart

We're very excited to be recruiting for four brand new Kickstart roles in the Airship and Toggle team - two in customer success and two in sales. The positions are open to young people aged 16 to 24 years who are on Universal Credit.

To apply for these positions, please speak to your local job centre, both jobs are listed under Airship, Sheffield, S2 5QX. Please ALSO send your CV through to recruitment@airship.co.uk.

Sales Executive

25 hours per week
£18,000 pro-rata

This is a hands-on role. Roll up your sleeves and get stuck in. The key to the position is generating new sales opportunities & balancing the flow of inbound leads; whilst upholding the reputation we’ve worked so hard to build. You’ll be making the most of all our existing integrations, case studies, relationships and PR to open as many doors as possible into new customers & sectors.

Currently at 4 members, and focusing purely on the UK Hospitality Sector the sales team are nearing capacity, maintaining the demand for our 3 core products Airship CRM, Toggle Gift Cards and Trck.To - Track & Trace.  During these uncertain times, we’ve never been busier, and our product is now more important than ever - supporting the hospitality sector back onto its feet. Main duties for this role will therefore include:

• Educating yourself on, and staying as current as possible with, the hospitality sector as much as possible. We see ourselves as much a part of the sector as some of the longer standing operators out there.
  

• Researching new opportunities in the sector, finding potential customers for you to reach out to and engage with. Be this online, via social media, industry newsletter or from word of mouth.
  

• Reaching out to prospects through a combination of direct calls, emails & social media sales to start a conversation around one or more of our services. Ensuring that customers & prospects are engaged in a way that only improves our reputation, always with respect.
  

• Working with the existing sales team to arrange face to face, or video call meetings for them to pitch our products to those customers you’ve engaged with and have shown an interest in learning more.
  

• Completing sales administration / reporting on your activity and deals closed which you generated.
  

• Working closely with other departments (mainly Customer Success & Technical) to ensure they have the best opportunity for delivering the client immediate value.
  

• Being a pair of eyes & ears for our Product Development & Customer Success teams, to ensure that we continue to evolve (and quickly) in the right direction.
  

• Bringing a level of enthusiasm & positivity to the role.
  

• Potential: If you’re particularly comfortable speaking to prospects regarding our services, and would wish to close your own opportunities - this is something we would be happy to provide training for.

The required experience for this role is:

• Excellent communication and writing skills.
• Highly organised and able to react quickly to opportunities.
• Great reporting and attention to detail in recording progress.
• High work ethic, and ability to work under your own initiative
• Comfortable with the idea of making cold calls & sending cold emails to new prospects
• A creative mindset & a never-say-die attitude.
• A passion for your career & ambition to progress

Experience which is not required but would be helpful includes:

• Experience of a face to face, or telephone based role (not necessarily sales), speaking regularly with the public or customers. This includes working in either hospitality, banking, retail, customer service etc.
• Experience of working in, or a particular interest in, the hospitality sector would be a bonus

We need someone to help us build on our current momentum, engaging with potential customers of all sizes across UK Hospitality who we’re not yet speaking with. We’re really excited by the opportunity to bring someone on whose daily focus is to generate new opportunities – we can’t wait to see what you can do. Ideally you will be:

• A culture fit for Airship - we have a relaxed, flexible environment - even more so now that we’re all working from home during such chaotic times. But we all expect the best from each other, and help to course correct each other. Approaching each situation with a sense of humour but with a common goal for us to be the best in our sector.
  
• Keen to grow and looking for a permanent role. Passionate about a career in sales.
  
• Comfortable speaking to people from all levels of seniority and experience.
  
• Interesting the hospitality sector. Enjoying new experiences when eating / drinking out, and be curious to learn about new operators in the sector.
  
• Comfortable presenting your own ideas to the senior team at Airship. We’re well aware that the sector is always evolving with new ways to engage with, or cater for, the British Public - and that the majority of these new ideas are coming from individuals closer to your generation than ours!

Customer Success Executive

25 hours per week
£18,000 pro-rata

Your role as a member of our Customer Success team starts the moment a customer decides they want to use our software, 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 effective campaigns and automated emails using our platforms.

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.
  

• Also 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’ (Intercom), email or over the phone.
  

• Day to day, monitor and encourage the use of our adopted ‘support desk’ software (Intercom). 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.
  

• Accompany Account Managers on strategic account reviews from time to time.
  

• Where our clients need hands-on extra help with their email marketing on the Airship platform, coordinate and guide them to effective automated and broadcast email marketing outputs.

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

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

You will be expected to have:

• 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
  

Beneficial, but not essential:

• Experience of using a support desk solution such as Zendesk, Intercom or equivalent
• Experience with CRM and Email Marketing
• Experience of working in hospitality

To apply for these positions, please speak to your local job centre, both jobs are listed under Airship, Sheffield, S2 5QX. Please ALSO send your CV through to recruitment@airship.co.uk.

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