Customer Success Champion

6 months ago

London, United Kingdom Grid Smarter Cities Full time

**About the job**

Grid Smarter Cities needs a Customer Success Champion. We need someone to join our team to take our customers from newbies right through the onboarding journey to become platform champions themselves. The needs of our clients are ever developing, and our service model is evolving to ensure we keep delivering the very best level of service. You will be part of that culture and, for your customers, be “the glue that helps it all stick together”. You will be part of a team and supported by wider expertise and delivery specialists. This is a new role for us, so it is down to you to shape it. You will have the autonomy to plan your time to best service our customers.

As a Customer Success Champion, we expect you to be...
- A self-starter who lives and breathes customer excellence
- A strong, confident, communicator and listener
- Organised, resilient, and above all someone who gets the job done
- Someone with strong stakeholder engagement qualities both working internally and externally to the business
- Flexible and pro-active

As a Customer Success Champion, we would like you to...

On the street:

- Conduct parking delivery and service plans
- Identify potential platform users
- Canvass and onboard new users - Managing leads through our CRM

Working from home / customer premises:

- Train new users - Platform expert
- Maintain new users - Pushing use of platform, creating case studies of customer excellence
- Data champion - ensure customers are getting the richest data from the platform and making best use of it. To expand deployment of further bays
- Develop strong internal relationships to deliver a great experience for our customers, be it ensuring timely delivery of reporting, implementing new product features, or contributing to the product roadmap
- Internal Customer Champion for product development - truly understand how our customers are using the platform and what they would like to see next

As a Customer Success Champion, we would also like you to...
- Develop and manage all client onboarding activities from project kick-off, training, configuration, data migration and launch to accelerate time to first value
- Proactively manage the gateway of participant technical onboarding
- Build online customer relationships including training and presenting
- Progress to become a platform expert and present live online product demonstrations to new customer prospects
- Have competence with Microsoft Office suite - can design and create an excel data set and turn this into a client facing presentation to facilitate further action from the customer
- Add to our growing and developing culture at Grid: if you have a hobby or passion, don't be afraid to share it, and encourage us to try

As a Customer Success Champion, the logistics of the role.
- You will be London based
- 2/3 days week - Traffic Counting and engagement (within the hours of 8AM-6PM)
- 2 /3 days week - WFH customer pipeline/training/data
- 1 day month - Newcastle head office
- Potential for time elsewhere in UK, and nights staying away from home
- Reporting to Senior Project Manager

It would be nice if you...
- Are educated to degree level
- Have a knowledge of parking restrictions and commercial logistics
- Have worked with Local Authorities / Local Government
- Have worked in a start up

What you'll get...
- Competitive salary
- Flexible working
- A defined contribution pension
- 25 days holiday a year
- A Macbook Pro
- 1 day a month for ongoing personal development and an annual allowance to help fund further training
- Childcare vouchers
- Bike to Work
- Wider Wallet

**About the company**

Grid Smarter Cities is a start-up business who help freight, servicing, and delivery vehicles park safely. We do this through our digital platform Kerb, which allows the kerb owner (local authority /landowner) to manage and monetise their kerbside assets by creating bookable timeslots allowing the kerb users (freight, servicing & delivery companies & drivers) to use the Kerb app to book these slots, making operational savings and avoiding penalty charges. Think AirBnB for kerbside.

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