Customer Account Manager
at Hubbub in London
(₤27500 per year)
Hubbub is Europe’s largest provider of digital fundraising technology and professional services, and we’re rapidly expanding rapidly into the United States. We have offices in London, Bristol and Grand Rapids (MI), and recently won Connecticut State’s VentureClash award, securing $1.1m in investment to set up our US headquarters in Stamford, Connecticut. Our UK operations are growing significantly and we are about to take occupation of a loft-style office on Old Street.
We are a creative team with a mission to power and scale the world’s good causes by bringing fundraising into the digital, social age. Hubbub builds groundbreaking donor acquisition, engagement and retention solutions for universities, colleges, schools and non-profits. To help more and more institutions, we need amazing people. Here’s where you come in.
We are looking to hire an Account Manager to help manage our growing UK client base. The ideal candidate has experience in either relationship management or within the development/alumni teams within a university and can demonstrate the required skills to provide advice, training, and support to our clients.
Our Customer Success function has been designed to deliver exceptional, hands-on, service to each of our clients and you will play an integral role in achieving this. You will play a crucial role in helping universities and nonprofits run successful campaigns, and you will enjoy their success too!
The candidate will be based in London, with regular travel to clients across the UK required.
We expect the successful candidate to develop substantial leadership skills and to become a key component of our delivery and customer success teams in future.
The successful candidate will have responsibility over the following areas.
Onboard New Customers
*Gather new customer handover notes from the sales team
*Prepare initial stakeholder meetings with clients
*Explore and capture the objectives and goals of the customer project
*Project manage the onboarding process
*Consult on best practice of product use
*Capture any new customer requirements
*Resolve customer questions in a timely and professional manner
Manage Existing Customers *Monitor product/service usage and success
*Answer or escalate customer support requests in a timely and professional manner
*Monitor types and quantities of queries
*Create/update client support materials
*Understand customer needs and challenges and help clients meet those with best use of product
*Work closely with both the commercial and product teams within Hubbub to ensure a great customer experience
*Providing support for the free hubbub.org crowdfunding platform
*If required: spend secondments with clients in their first few months managing the platform to ensure long term success
Provide Customer Training *Customer training on using both front and back end of the platform to encourage best practice and maximal utilisation of product
*Lead on client workshops and training sessions to ensure customer success
*Offer value add with tips, advice and ideas
*Keep up to date on customer news and key events
*Research innovative campaigns relevant to clients and share news that may be applicable to their platform
Core Competencies *Customer success / account management experience OR experience working with, or in, university development offices or customer relations teams
*Demonstrated experience in/knowledge of fundraising
*Project management experience
*Experience in/knowledge of crowdfunding and giving days
*Proven ability to communicate effectively by email, phone and face to face
*Digital native familiar with social media, web based tools and software
*Knowledge of desktop and web based digital tools (specific platforms not a requirement, but flexibility in learning and adapting to new tools is a must)
We run an empowering and flat organizational structure in the model of “Reinventing Organizations”. You will be part of our (currently) 5 person UK team, and accountable to your team members, who will also be accountable to you.
Salary & Benefits
Salary is set at £27,500 per annum plus benefits.