Customer Success Manager
at BLACKBX in Edinburgh
BLACKBX is a startup company providing value-added WiFi to businesses around the world. Our software product enables any customer facing business to understand their customer by collecting data on customers, via a WiFi network.
We are a small, dynamic team across support, sales and software development based in Leith, Edinburgh, and as our user base is growing at an exponential rate, it is an exciting time to get involved with us.
This is an exciting opportunity for someone who is looking to build a career in a key customer facing role. You will need to be a great communicator, both in person and over the phone, and enjoy talking and interacting with our customers.
We are looking for someone with an interest in working in exciting startup. An understanding of BLACKBX and our vision is key, while a curiosity to help develop ideas and suggestions for future system features and developments is something we want you to get involved in.
*Empathise with every aspect of the customer experience, putting customers’ needs first. *Maintain high levels of customer engagement (including on and offsite site meetings) with a focus on customer satisfaction and loyalty. *Proactively suggest solutions to common customer challenges. *Continually identify and develop new uses for BLACKBX that drive adoption and that align to customers’ business needs and goals. *Proactively spot and correct any issues that could affect customer satisfaction or retention *Coach customers to be experts at using our product *Mentor and provide guidance to others in the team *Develop Customer Success methods, and create new or refine existing onboarding materials. *Help drive customer references and case studies.
*Relevant work experience in a customer-facing customer success, account management or strategic consulting organisation. *Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. *Ability to lead and motivate team members *Strong communication and interpersonal skills. Proven experience building strong internal and external *Proven track record in customer service in a dynamic, start-up environment. *Hands on experience with CRM software (Ideally Zendesk) *Excellent analytical and organisational skills *Salary dependent on experience.
If you think you are the person we are looking for send us your CV and a cover letter. We will get back to you within two weeks.