Customer Success Executive

6 months ago

Central Belt, United Kingdom PODFather Full time

We are looking for a self-motivated individual to join our Customer Experience Team as a Customer Success Executive. Your role will be to help support, train, and retain our growing customer base. This role would suit someone with help desk experience in a SaaS environment looking to take the next step in their Customer Success career by adding training and customer management to their skillset.

Podfather provides electronic proof of delivery, route optimisation, and related services to industry leaders across a wide range of business sectors. Our software solutions help fleet operators cut costs, reduce CO2 footprint, streamline business processes, and improve customer service.

Podfather is quickly increasing its market share across the UK and beyond, making it an exciting time to join the team. If you are a people person, with technical know-how, who loves helping people and building great working relationships then read on:
**Purpose and Scope**:

- As a Customer Success Executive, you will work closely with our team to ensure our customers gain maximum value from our software solutions in every aspect of their operation.
- You will support our customers by working alongside the other members of our Customer Experience team answering queries and triaging requests via our Jira help desk system.
- You will be allocated accounts to manage, and you will take the lead on developing and maintaining great working relationships with them including capturing customer insights to feed product development.
- Day-to-day you will be working across a range of accounts, with our client base spanning the construction, logistics, food and drink, home delivery, healthcare, and field service industries.

**What you will be doing**
- Logging all calls and issue tickets in Jira service desk
- Triaging customer requests, escalating where necessary to ensure that they are picked up by the right person or team.
- Monitoring system usage and investigating any customer-specific issues.
- Working with the rest of the customer experience team to take ownership of new and long-standing client relationships and reaching out to those clients by phone or video call for account reviews.
- Capturing customer insights and collating them into product development plans.

**What we are looking for**:

- Location: commutable to our office in the West of Edinburgh for the first three months in-person onboarding and training. After onboarding: hybrid and flexible working.
- Previous technical experience, preferably within a first line support role working in a SaaS software environment.
- Proven ability to interpret highly technical information and convey this to the customer clearly and concisely, clarifying their understanding throughout.
- Excellent problem-solving skills with a focus on resolution of issues upon first contact.
- An enthusiastic individual with a great eye for detail and a can-do attitude
- An excellent telephone manner is essential.
- Being able to stay calm under pressure, take ownership of customer issues, and understand when to escalate issues.
- CRM and support platform experience, such as Pipedrive, Salesforce, Jira etc.
- Experience in training users on SaaS software
- Logistics and/or construction industry experience would be a bonus, but not essential.

Apply

**Staff benefits**:
**Salary**: £27,000 - £35,000 depending on experience

30 days holiday a year plus 1 extra day for every year worked with us

Opportunity to buy 5 extra holiday days

High spec workstation, multiple monitors, and your choice of operating system

A commitment to your development through an individual training budget

A flexible employer - working from home or office

A great office working environment - complimentary drinks, ice cream and snacks in the office

Company social events - virtual and in-person

Office with strong transport links and dedicated free parking

Bike to work scheme

Life assurance scheme

Employee Assistance programme which includes remote GP and physiotherapy appointments, mental health support, digitally delivered personal training, lifestyle coaching and nutrition sessions and a confidential 24/7 advice line

Enhanced maternity ,paternity and shared parental leave schemes

Company pension plan

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