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Technical Customer Success Manager at Drimify

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  • Edinburgh
  • fulltime
  • £30,000 - £35,000 a year
  • -
  • Employment Type: Full Time, Permanent

    Salary: Based on experience

    Location: Remote


    About Drimify


    Drimify creates gamification experiences to change the World. Our goal is to give companies anywhere the power to create supercharged brand experiences for any audience, age group or sector – without the need for coding skills. Created in 2016, Drimify is the leading SaaS Gamification Platform, creating brand experiences for over 500 businesses worldwide including companies such as Amazon, Samsung, Best Western & L’Oréal.


    You can find out more about our success stories here, but we have helped companies increase web traffic by 32%, increase basket spend by 92%, and generate up to 8 million plays per month.


    All of this has been made possible by our talented, remote-first team of 8. We are ready for the next chapter in the Drimify story and have ambitious growth plans, including hiring several new team members! If you are looking for a fast-growing, early-stage scaleup that can help you achieve your long-term career ambitions, join the Drimteam now!


    Life at Drimify


    We asked our team what behaviours and motivations they thought helped them and future teammates thrive at Drimify:


    Be heard - Employees' feedback indicated that the team values the fact that their ideas and opinions will always be heard, and everyone has a voice.


    Figure it out - As an early-stage scaleup life at Drimify comes with limited structure. Our teammates thrive in this environment and enjoy the fact that each role comes with a wide scope, where you will frequently face new problems to solve.


    Push the limits - More than a job, scaleup life can be tough, our teammates each have their own motivations for being here, but they share the fact that they are bought into the big picture, eager to learn lots along the way to help us get there.


    Make an impact - We want to deliver WOW. Our team is full of individuals who love to go above and beyond in the pursuit of excellence both in and out of the workplace.


    The role


    Drimify are looking for a Technical Customer Success Manager who will be responsible for managing the customer lifecycle, ensuring our customers extract maximum value from the product.


    This is the first hire into our brand new Customer Success function, we are looking for an ambitious individual who is excited by the challenge of establishing our customer success strategy. Further to that, you will manage the onboarding of new customers, provide proactive and reactive customer support, as well as manage the renewal process. As a significant percentage of our customer base is in France, fluent English and French skills are essential for this role.

     

    Role Responsibilities:

    1. Create and execute a customer success strategy designed to maximise customer retention and ensure all customer needs are met along the way
    2. Manage the onboarding of new customers by providing engaging training sessions and demos
    3. Provide ongoing proactive and reactive customer support via live chat, email and meetings
    4. Manage the renewal process for existing customers, be proactive in seeking opportunities to further support existing customers


    Required skills:

    1. Good Technical knowledge (academic or professional would be sufficient), experience working in a SaaS environment would be beneficial but not essential
    2. You have a customer-centric mindset and have customer facing experience to show for it
    3. Fluent, and confident, in both English and French
    4. SaaS product onboarding experience
    5. Excellent verbal and written communication skills
    6. Experience with web-based applications (Gmail, Google Docs, Dropbox…etc)
    7. Attention to detail
    8. A positive outlook
    9. Experience with online project management tools (Jira, Trello)


    Drimify is committed to being an inclusive and diverse place to work. The excellent work produced at Drimify would not be possible without bringing together all of the different backgrounds, experiences and skills that our team has. We treat every employee equally, and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.


    Note to recruitment agencies: Drimify is committed to building a long-term approach to our hiring strategy, we are therefore already working in partnership with a selected talent partner. We ask you to refrain from sending any speculative CVs or sales approaches of any kind.

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