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Customer Engagement Executive

2 months ago

London, Greater London, United Kingdom Log my Care Full time
About Us

Log my Care is a rapidly expanding Care Software start-up in the UK, having significantly increased its customer base since its inception.
Our goal is to modernize the social care sector, which includes care homes and home care agencies, assisting countless caregivers in delivering superior care to the UK's most vulnerable populations. The industry remains predominantly reliant on traditional methods, which limits the advantages that technology can offer. We are dedicated to transforming this landscape with our innovative mobile application and web-based solutions that simplify care delivery for dedicated caregivers.

The Role

We are in search of a dedicated and customer-focused Client Success Specialist to become part of our dynamic team. Reporting to our Head of Customer Success, you will be instrumental in helping our clients reach their objectives by delivering outstanding support, fostering strong relationships, and enhancing customer satisfaction and loyalty.

Your Responsibilities:

  • Become a subject matter expert on Log my Care, encompassing all operational facets of the product, the care industry, our clientele, and our core values.
  • Empathize with customers to comprehend the challenges they may encounter while utilizing Log my Care. Patience and understanding are essential for this role.
  • Establish strong connections with our clients, guiding them through the entire journey from onboarding to upselling, ensuring they maximize their use of the Log my Care product.
  • Keep clients informed about new product updates and facilitate adoption through training sessions and regular check-ins.
  • Engage in any additional tasks necessary to fulfill your role as directed by your supervisor.
  • Possess experience with HubSpot.
  • Familiarity with Mixpanel, Planhat, Gainsight, and Churnzero is advantageous.
Compensation

£30K - £35K plus commission.

Key Responsibilities
  • Oversee the entire SMB customer portfolio, acting as their primary contact.
  • Ensure the automated onboarding process is efficient and effective.
  • Track onboarding progress and resolve any issues to ensure a seamless customer experience.
  • Drive renewal initiatives to uphold customer retention rates.
  • Identify opportunities for upselling additional products to current clients.
  • Collaborate closely with the GTM team to support and achieve growth objectives.
  • Provide insights and feedback from customers to inform product development and marketing strategies.
  • Gather and relay customer feedback, challenges, and feature requests to the Product team.
  • Participate in product planning discussions to ensure customer needs and experiences are prioritized in new developments.
Your Qualifications

We would love to hear from you if you possess:

  • 3+ years of experience in SaaS.
  • A passion for technology.
  • A proactive attitude and a sense of humor.
  • Exceptional written and verbal communication skills.
  • A customer-centric approach.
  • Strong problem-solving capabilities.
  • A collaborative spirit.
  • A growth mindset and eagerness to learn.
  • Excellent organizational skills.
Interview Process
  1. Submit your application.
  2. Initial call with the People Manager via video conference.
  3. Interview with a Senior Customer Success Executive via video conference.
  4. In-person interview and task with the Head of Customer Success.
  5. Final interview with the Co-founder & CEO to discuss your potential contributions and alignment with our values.
Our Benefits

We offer exceptional benefits and are committed to investing in our team's happiness, well-being, and professional growth:

  • Join a close-knit team making a significant impact on digital health technology, currently comprising 40 members.
  • Hybrid working model, with office days and remote work flexibility.
  • Base holiday entitlement of 25 days, plus bank holidays, with an additional day for each work anniversary.
  • Holiday Purchase Scheme allowing the purchase of up to 5 extra holiday days annually.
  • Remote working options for up to 4 weeks each year.
  • Learning and Development budget of £500 for personal growth initiatives.
  • Private health insurance from day one.
  • Income protection insurance.
  • Access to next-day mental health services.
  • Enhanced parental leave policies.
  • Flexible working arrangements to accommodate personal commitments.
  • Company cycle-to-work scheme with discounts and financing options.
  • Regular team-building activities and social events.
Diversity & Inclusion Statement

Log My Care is dedicated to fostering an inclusive and diverse workplace. The outstanding work produced by our team is a result of the diverse backgrounds, experiences, and skills we bring together. We treat every employee equitably and fairly, regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is crucial that all team members feel confident, comfortable, and empowered.