Customer Success Coordinator

4 weeks ago

London, United Kingdom Fospha Marketing Full time

**Fospha**

Fospha is a Mar-tech scale-up with an exciting, differentiated product that is beginning to realize our serious growth ambitions. We provide a marketing measurement product for eCommerce brands, helping them navigate the complex world of digital advertising across channels like Google, TikTok and Meta. We are offering the opportunity to** join as a Customer Success Coordinator** and rapidly progress in our Customer Success team, developing marketing and attribution expertise. There will be **future opportunity to move departments (e.g. Product or Sales) **once you have gained the domain expertise required to succeed in delivering the best possible experience for our clients.

In the last 12 months, we have:

- Re-platformed our product to enable the next phase of our growth
- More than tripled our customer base, including adding many of the UK's best-known brands
- Become certified as TikTok's (only) measurement partner

In the next 12 months, we plan to:

- Triple the customer base again (Q1 2023 was our record quarter for growth)
- Continue expansion into the US and EU
- Realize our ambition of being the de facto best measurement product for eCommerce brands in the world

**Why Us?**

Many problems are difficult to solve, especially at scale. They take the right team and environment. We are a mix of individuals from data scientists and engineers, product people, marketers and entrepreneurs. We have very different personalities. We are united by a set of values, by a passion for solving big problems.

Visit our careers page - Careers At Fospha - to learn more about our core values and working at Fospha

**Role and key responsibilities**:

- Support and learn from Customer Success team on matters specific to Fospha clients
- Own and project manage client onboarding, ensuring quality for our customers
- Become a go-to expert in Marketing and Fospha products and provide training sessions to clients and on-going support
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives. Tracking JIRA tickets through to completion
- Forecast and track key account metrics, identify and help realise upsell opportunities: grow opportunities within customer base and collaborate with our sales team to ensure growth attainment, and realise upsell opportunities
- Track client health scores, creating mitigation plans for at risk clients to ensure renewal
- Independently prepare and deliver insight meetings to clients, highlighting their marketing performance, providing recommendations on ad investment and progress against their goals
- Build and manage key client stakeholder relationships
- Continually strive to provide the best customer service possible and exceed expectations

**Professional Requirements**:

- Working knowledge of MS Excel (formulas, pivot tables, visualisations) and MS PowerPoint
- Enjoy working with data; pulling reports & data analysis to get the best insights to our customers; experience with data visualisation is a plus
- Capable of producing high quality presentation decks for client meetings, overall owner and responsibility for getting contributors to provided content on time
- Demonstrated interest or experience in Search or Social marketing (internships and contract work count), marketing experience (google analytics), understanding of performance marketing
- Ability to build strong working relationships both with colleagues and clients
- Effective verbal and written communication skills

**Personal Requirements**:
You will be able to demonstrate examples of our core principles:

- **Seek inclusion & diversity**: We create an environment where everyone feels welcome and people are encouraged to speak and be heard
- **Work Hard, Work Well, Work Together**:We take responsibility for making things happen, independently and together; we help colleagues in need and close loops, making sure our work is complete and has lasting impact
- **Grow**: We are proactive, curious and unafraid of failure
- **Customer at the heart**:We care about the customer, feel their pain and love building product that solves their biggest problems
- **Candour with caring**: We deliver candid feedback with kindness and receive it with gratitude
- Above all, our people show a willingness to work together and get their hands dirty to deliver product success, which means our clients are successful.

**Interview process**
- **30 min Pre-Screen call** with one of our senior data scientists to give us an opportunity to tell you more about the role and to learn more about your experience
- **1hr Competency Interview** with our Customer Success Manager and Director of Operations split into 2 parts:

- 30 minutes of presenting the task you have prepared and answering questions on this
- 30 minutes of competency and scenario-based questions to understand more about your skills and experience and to see how you would respond in different scenarios
- **Two 15-minute Team Chats** **

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