Implementation & Support Executive

2 weeks ago

London, United Kingdom Duel Full time

We are looking for a Senior Implementation Exec to join our fast-growing marketing tech startup.

Working closely with our incredible Brand Success Team, you will be the strategic and supportive partner, initially introducing Duel’s suite of software to new Brand Partners (clients), and working to find the best product solution to their problems. Your focus will be on the implementation and management of our Brand Partners. Firstly guiding them through the technical implementation and training phases and then continuing to guide them through adoption and growth.

The role doesn’t require any coding ability, but you will spend all day using, deploying and thinking about how the software can best support organic growth for brands - ultimately, through your hands-on approach to the software, you will play one of the most important roles in steering the direction of the Duel product. An excellent Senior Implementation Exec will excel at understanding and training brands on the platform while being able to keep the wider strategic goals and storytelling of the brand front of mind.

**THE COMPANY**

Duel was founded by world-record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis.

They believed that purpose-led brands are changing the way we all live and set out to define how the greatest brands of tomorrow grow through Brand Advocacy. Duel, a B-Corp, exists to show there’s a better way to build businesses; proving that caring for people and planet builds brand, which builds long-term and exponential profit returns.

Our Brand Advocacy Platform allows mid-level to enterprise brands to do just that - scaling how they manage their relationships with thousands of advocates, affiliates, employees and brand ambassadors. We’re proud today that brands such as Elemis, Abercrombie & Fitch, Monica Vinader, Charlotte Tilbury, Rab, Pandora, Victoria's Secret and Tropicfeel (to name a few) are doing just that.

The Duel team comprises psychologists, brand experts and community builders from companies including Amazon, Treatwell, Bain, Mimecast and Lululemon as well as young entrepreneurs, psychologists and other exceptional talents.

**THE ROLE**

At Duel, we are obsessed with helping our brands get organic growth through the word-of-mouth of their happy customers. At the core of this principle is providing a remarkable customer experience. You’ll be responsible for implementing and supporting Duel’s software within our Brands. Looking after programs, strategic product consultancy and technical delivery activities throughout their onboarding journey.
- Maintain a deep understanding of the Duel platform and its impact to effectively train and inspire our brand’s approach to building a program
- Establish and maintain relationships with operators of the Duel platform from our Brand Partners (clients) and advise and educate them on the technology solutions to bring each Advocacy Program to life
- Ensure every Brand Partner is successful with the Duel technology and is happy can’t live without it
- Serve as the primary regular point of contact for both internal and external stakeholders at the beginning of and throughout the entire relationship between Duel and a Brand - identifying opportunities and proposing specific solutions to new Brand Partners to support them in getting the most out of their new advocacy program/s
- Work with Brand Success Executives and Brand Advocacy Consultants to establish customer goals, evaluate their needs and suggest optimisation techniques or additional features to meet their requirements
- Prepare and deliver solution-based product presentations as well as, where appropriate, scope and deliver proof of concepts which meet customer business requirements
- Create customer-facing content to help educate brands, including hosting technical learning sessions for internal and external audiences.
- Guide customers through the onboarding and technical implementation phase, which will involve empathising on a personal level with the individual you are assisting from the brand, as well as with the strategy of the brand and its goals.
- Work closely with the product team to provide technical feedback on new features or products, becoming an integral part of steering the direction of the product and its growth

**THE PERSON**
- You’ll have a personable, warm and inviting personality - you work well in a team and people generally want to be around you
- Tech-savvy, with a proven interest in using software to run your life. You’re eager to learn and comfortable picking up new skills on the fly and will do so to stay an expert in the platform that turns brands into experts too
- An excellent teacher and mentor to all
- Excellent verbal and written communication skills (people who mix up your and you’re fill you with rage)
- A loyal team player, a linchpin to the office and our team - someone who everyone comes to and isn’t afra

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