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Customer Success Manager at Dispace Technology Ltd
go back to Customer Support Jobs- Remote
- fulltime
- ₤18,000 - ₤25,000 a year
Remote role in events technology business. UK based candidates only. Preference for East Midlands base.
We know you're looking for the right role so here's a quick checklist ✅:
- You're a proven hit with customers from working in events, broader hospitality or retail
- You're fascinated with technology products and how they solve problems or meet the needs of customers
- You are organised, reliable and care about the details
- You want to work in an environment that gives you exposure to all aspects of business
- You want to build experience and learn rapidly in a modern, flexible culture
If 👆sounds like you then read the detail 👇
We care more about seeing potential than we do about paperwork so use whatever method you want to tell us why you are passionate about service, relationship building and software that does cool stuff.
About Us
We are an East Midlands based technology company that provides venue management and booking software to events and facilities hire organisations.
We work remotely and focus on people who deliver output rather than who sat at their desk the longest. We get together monthly and spend time on site with out clients.
We're growing quickly so you get the best of both worlds. The exposure of a start-up and the benefit of a scale-up.
About You
If our customers are delighted, we're doing pretty well. So we want someone who can look after the people that matter the most by helping them through challenges, understanding their needs and showing them how to get the most from what we've given them.
That means you'll be responsive, personable and sympathetic, but you'll also get what our products do so you can make sure what we sell is really valuable to our customers.
We'd love someone with 1-2 years work experience in a customer facing role. Ideally someone that has worked in events and wants to bring that experience to the supplier side, or equally someone who has been a customer service superstar in a restaurant, pub or in retail.
We want to see that you really know how to look after a customer and that they trust you because you are reliable and know your stuff.
About the Role
There's a big old list below 🤩 That's because a) we're a start-up and there's lots to do and b) we want to tap into all your skills and potential.
We've split these based on importance 'key', 'desired', 'bonus' so you can really get a feel for the scope of the role.
BUT - we don't need everything. If you think you can handle the 'key' jobs and grow into the rest, we want to hear from you.
|
Headline |
Detail |
Requirement |
|
Good with Tech |
Able to grasp detailed systems with interdependencies to quickly form and understanding of our key product. Good knowledge is essential to help understand the benefits of the core product, and how they can be applied to resolve customer issues. |
Key |
|
Customer Service Skills |
Confident in connecting with customers through a variety of contact methods, including phone, conference calls, video calls, email and support ticket system. |
Key |
|
Managing support tickets |
Providing frontline support via support ticket platform. Managing a range of varied problems from a range of customers in a timely and professional manner, from dealing with the first contact through to issue resolution. |
Key |
|
Assist in customer onboarding |
Ability to review large data sets and convert these into system data. Tasks might include adding resources with detailed settings to work with system rules. Reviewing Imported data to check consistencies. Confident in raising issues with clients to request assistance to ensure smooth and timely transitions from old systems into our core product. |
Key |
|
Providing customer training sessions |
Covering new clients getting to grips with their new system. Existing clients refresher sessions. Generally hosted online, occasionally in person. May be 1-2-1 through to small and large groups. Should be able to consider audience and match training content to the recipient(s) |
Key |
|
Business Support |
Good all round skills in use of Microsoft365, which may include organising meetings, producing presentations, spreadsheets, word docs, surveys etc to support wider business activities. |
Key |
|
Liaise between dev team & Clients |
Ability to understand client issue and convey them to the dev team so a problem can be understood & solution can be found. Relaying the proposed solution to clients to ensure it is understood and satisfactory. Clearly communicating timeframes. |
Desired |
|
Documentation |
Confident in managing supporting documentation using Wordpress. Producing Video walkthroughs of key features. |
Desired |
|
Negotiation skills / conflict resolution |
ability to discuss issues with clients and dev teams to balance needs vs nice to haves, and ensure expectations are managed. |
Desired |
|
Problem Solver |
Able to review and understand an issue, think of ways they can be resolved with current tech or alternative methods. Confident to suggest these to clients. Understand where a genuine problem exists and be confident to escalate it, being able to clearly explain why it is an issue and the impact it has. |
Desired |
|
Demoing new features to clients & internal staff |
Producing video demos of new features & enhancements to the software for the benefit of educating clients and internal staff. Occasional live demos may be required. |
Bonus |
|
Testing of new developments |
Work with the dev team on testing tickets meet requirements. Ability to provide info on expectations vs what actually happens. |
Bonus |
|
Use of Dev Ops |
Experience with dev ops or similar development ticket management system desirable. |
Bonus |
|
Ideas Machine |
Critically review our product for gaps and where improvements can be made based on client feedback. Be confident in explaining these proposals to the team. |
Bonus |
|
Process Mapping |
Ability to produce process maps to clearly list steps, dependencies, sub processes |
Bonus |
|
Wireframes |
Ability to create rudimentary wireframes to help visualise solutions for customer feature requests |
Bonus |
|
Prototyping |
Ability to produce prototypes of new features / feature enhancements to clearly demonstrate system behaviour and customer interactions with a clear goal in mind. |
Bonus |
|
Video Production / Editing Skills |
Ability to produce video content using screen capture, primarily for education purposes. |
Bonus |
|
Marketing content |
Producing period client update emails and supporting broader marketing content via email and social media channels |
Bonus |