Customer Success Lead – part time / remote working

Job description

We’re a company that’s passionate about driver safety and delivering the highest standards in SaaS for the driver risk management space. We’re a team united by our shared values of passion, quality and commitment to the success of our customers.

This is an excellent opportunity for a keen self-starter to join a successful and rapidly growing business. The business is fast-paced and we are continuously improving our web products. This role will involve working directly with a team of development & marketing specialists via our remote-working channels (zoom calls, skype chat, customer live-chat channels), with the ultimate aim of keeping our customers happy, and to take on new challenges as the business continues to develop (see our website at www.drivingmonitor.com for an idea of the products we're developing).

As Customer Success Lead you will be responsible for connecting with potential new customers and ensuring that they get onboard and activated into our product. From taking on new challenges, to following the lead of incredible mentors, we promise you will grow, learn, and make a difference. 

If you’re a person who is driven by delivering results for customers and thrive in a fast-paced environment this is a perfect position for you. Be sure to read on!

This should describe you:

• Strong and Clear Written and verbal communication skills. 
• Strong empathy for customers and their success.
• Desire for committing, over-delivering and following up with customers to make sure they’re successful.
• Problem-solving and analyzing data to gain clear insights to improve customer success.
• Managing your work and collaboration in a highly organized and proactive fashion.
• Communicating brand/products effectively and clearly to the market and internal customers.
• Keen desire and commitment to learning new skills and technologies - your ethos is 'you never stop learning' 

Extra awesome qualities you hold:

• You love inspiring others with enthusiasm.
• You love connecting with people & solving problems.
• You have experience working online with web software.

What you’ll do

As a Customer Success Lead, you’ll be responsible for:

• Providing customer onboarding support for the first 100 days of their journey.
• Identifying opportunities for onboarding efficiency, account expansion and revenue creation within our customer base.
• Supporting internally with business administration and document processing.
• Advising our customers on how to improve their performance and increase their compliance targets.
• Clearly communicating the benefits of new product features and ensuring customers promptly adopt them.
• Producing and conducting Client Account Reviews; building engaged relationships with clients to ensure Driving Monitor is supporting every client in their business goals.
• Focusing on monitoring customers at risk of churning. 
• Drive true value for customers and report on it.
• Acting as a liaison between internal teams to ensure customer needs are being met. 
• Quickly identify gaps in our product that impact the success of our customers.
• Supporting with product testing and feedback internally.
• Developing and nurturing customers into advocates to increase brand awareness and build a sense of community.
• Working closely with our product and engineering teams to ensure issues are resolved.
• Keeping consistent and organized documentation on our customer relationship.
• Being a trusted advisor, thought leader, and subject matter expert to customers in relation to Driving Monitor’s product.
• Ensuring follow-up by passing leads to RSMs with calls-to-action, dates, and complete profile information.
• Outbound phone calls to qualify leads and schedule product demos with Account Executives.
• Strong organisational skills - you’ll be able to manage a demanding workload and a challenging inbox and still consistently keep on top of client requests and customer support tickets – always putting the customer first.
• Ambitious and driven – you’ll be eager to learn more about growing an entrepreneurial web software company
• Technically competent – you don’t need to be able to code, but emails will be second nature and you’ll know your way around Microsoft Office. Knowledge of Zendesk, Support ticket systems, Gmail and Monday.com would be part of the role so you’ll already have worked with web systems like these and are a fast learner to pick up new systems.
• Have a hands-on approach to helpdesk and support systems such as chat/telephone.
• Knowledge of how to use channels to gather KPI information.

What you’ll need

The following experience is relevant to us:

• 5+ years of experience in environments with a preference for customer success & account management. 
• Experience in building and maintaining strong relationships with customers.
• A great track record of mitigating customer churn. 
• Experienced with online tools (ie: Google docs, sheets, Trello, Zoom, HubSpot/Infusionsoft CRM systems).
• Experience working closely with other functions like Marketing, Sales, and Product.  
• History of meeting and exceeding customer expectations.
• Excellent communication, organizational, and analytical skills, a great listener.
• Tech-savvy and have experience implementing software on an account per account basis.
• Experience working with customer communication tools like Intercom/Hubspot/Zendesk. 
• Extremely comfortable engaging with customers to ensure their success.
• Experience working with a team across multiple disciplines.

If that’s you, then you’ll love this role.

The offices are based in a modern Technology Centre in the North West but this role is a remote-working role from home, for the right candidate we are accepting applications from across the country as we see remote working becoming a more central part of our business as we move to the next level.

You’ll be expected to liaise with clients such as the BBC, Toyota, National Grid, Chubb, and E.ON to name a few and you’ll be happy to attend internal meetings to keep track of projects that our development team have on the go. It’s an exciting, high-energy environment.

We’re looking for someone eager to learn and progress - so your attitude and ideas are way more important than your experience to date but you’ll have some impressive stories to tell us about how you add real value wherever you've worked.

This role may suit someone who has previously worked as a self-starter or a Customer Success role or within Software Development as this role boasts the opportunity to really be involved with business growth and strategy, as well as having an involvement with software project delivery.

Most importantly, will be your enthusiasm and passion for the business and its service offerings, as well as your ability to inspire, lead and motivate yourself and others around you to deliver quickly, accurately and to the highest of standards at all times.

For the right person, this is a fantastic opportunity and it could shape your career forever. We are looking for someone with previous customer support experience that can get started quickly to make a fast and positive impact. Full support & training to learn the business operating systems and procedures will be provided.

Homeworking is the new-normal now but there may be the occasional period where we get together at the head offices for bi-annual meet-ups. You would be required to have a stable home internet connection of at least 10mbps to ensure you can work online for this position. This position is a part-time role with flexibility and has the potential to grow into a full-time role for the right person - or work alongside other part-time team members.

Your first chance to show us what you’re made of will be your application.

In return for your hard work and commitment, you will be rewarded with a competitive basic salary as well as additional benefits including industry-leading healthcare after a qualifying period.

We look forward to hearing from you.

Benefits

• BUPA healthcare
• Company pension scheme
• Office parking (if we ever need to meet up)
• Laptop & phone facilities delivered to you

Job application process

Please complete the form below and attach your current CV along with a covering letter explaining why you would be suitable for this role.

If your application looks like a good fit we'll contact you and start this process;

• You'll need to produce a quick 60-second video of yourself answering a few questions (Zoom style recording)
• 2nd stage is a quick 10-minute phone call chat
• If you successfully reach the final stage this will be a 30-minute Zoom interview with the management here at Driving Monitor
• Job offer!

With this being a remote-working position you need to be comfortable with video calls and building a relationship with customers over technology - so please only apply if you're comfortable with web systems, video calls and SaaS systems.

Job Application Form

Please complete the form below and attach your current CV along with a covering letter explaining why you would be suitable for this role.