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Customer Success Associate
at Guidebook

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  • fulltime
About Guidebook:

At Guidebook, we don’t think it should be expensive or difficult for organisations to connect with their audiences on their mobile devices.

More and more people are relying on their smartphones and tablets for information about what’s going on, and how to get the most out of the experience once they get there. Forward-thinking organisations have realised this, and are trying to make the transition, but it can be a daunting task to create an app from scratch.

Guidebook makes it simple and inexpensive to go mobile. Come join us in the challenge!

We have clients such as Google, Amazon, Facebook, MasterCard and thousands more, and have had over 7 million downloads globally. Our following is growing rapidly, however, we are fairly new in Europe and are looking for a special person to join us in revolutionising our space.

Description:
Our Customer Success Associates ensure that our customers are happy and are receiving the most value that they can from our solutions. Our ideal candidate will develop and nurture superior client relationships by acting as a trusted resource, and will also find ways to expand our product's reach. The majority of an associate's day is spent using Guidebook Gears, our content management system, to construct mobile guides with data from our clients. Guidebook Gears is also a self-service tool used by thousands of users, and CSAs are responsible for determining how to improve the system. Associates are assigned other responsibilities, depending on individual skill sets. Examples include assisting with email campaigns, conducting competitive research, and communicating insight from our end-users to the entire company.

Responsibilities:
Build amazing Guides for our clients using our content management system - Gears.
Manage client accounts through the initial onboarding phase, guide launch, and post-event review
Provide technical support over phone and email to clients and end users
Analyze customer feedback to create standards for continuous process optimization
Interview and hire candidates for the Customer Success team
Research new verticals and generate ideas for expanding Guidebook in different opportunities, including higher education, community centers, and personal events
Develop product feature specifications in collaboration with the Product and Marketing teams
Write and update technical articles and documents on best practices for usage of our products
Represent Guidebook at trade shows, conferences, and other events
Requirements:

2:1 degree or higher
Excellent time management and multi-tasking skills
Attention to detail and strong organizational skills
Ability to work in a high-energy environment; team player
Demonstrated problem-solving capability and desire to constantly improve our system
Positive and energetic phone skills, excellent listening skills, and strong writing skills
Highly proficient with standard corporate productivity tools (email, MS Office, especially Excel)
Hardworking, self-motivated, and intelligent
Fun to be around. Someone who adds to our dynamic team
Willingness to work flexible hours, such as weekends
Bonus Points if you have:

Strong analytical skills
Experience in a mobile or technology-related role
Experience with a client management or bug tracking software such as Zendesk, Helpscout, or Redmine
Perks:

Office in the heart of Soho, Central London
Unlimited holidays (yep you got it, that is not a typo)
Discounted gym membership
Free lunches on Tuesday and Thursday
Free beer, free filtered coffee, distilled water
Customise your workstation - whatever you need to be able to work more efficiently, we will provide within reason!
Hydraulic desks - for standing when your body needs a change.
Group/Team outings like go-karting, mountain biking, rugby/football matches,
Guidebook trips to California (Tahoe/Yosemite)

If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and resume.

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