Client Success Specialist
2 weeks ago
Salary: £30–35,000 per annum, dependent on experience Location: Remote, UK (working from home) About Us We strive to be the beating heart of arts and culture organisations.
As a leading provider of venue and event management software for the arts and culture sector, we empower our clients to create unforgettable experiences.
By leaning into the complexities of their world and putting clients at the heart of our decisions, we deliver first-class products and services.
From global brands to community hubs, we work in partnership with our clients to share best practices and drive innovation.
Our mission is meaningful to us — you'll be making an impact on the cultural life of the UK.
Our focus is firmly on the future.
Established in 1986, we're a small business with strong and sustainable growth.
We are a remote-first company, giving you the opportunity to work with a team based in the UK and North America.
We appreciate the opportunities and challenges of working remotely and will actively support you in working effectively, having an impact and making meaningful connections with your colleagues.
Since 2019 we've been a proud member of the Volaris Group, which buys and holds companies forever.
Volaris businesses are empowered to continue operating autonomously, with access to a global knowledge-sharing network.
About the role We are looking for a confident Client Success Specialist (CSS) to join a new team dedicated to ensuring our clients derive the greatest value from their investment in Artifax.
An exceptional customer advocate, the CSS is a partner and success coach for our clients, driving increased loyalty and satisfaction by helping them identify and achieve short and long-term goals to realise their desired business outcomes.
The CSS is also a vital source of insight into client's current and future requirements and expectations, and best placed to identify how Artifax can deepen and broaden our footprint within each client organisation.
Reporting directly to the Head of Products, you will be working closely with the Products, Professional Services, Client Support, Marketing and Sales teams, as well as our clients across the world.
What you'll do Act as a liaison between the client and Artifax; understanding customer business impacts and sharing this both within the business and with the client Build strong relationships with clients at all levels Review all product implementations to ensure the best ROI for the client Gather and document critical information such as client needs and long-term goals Maintain communication with clients, including 1:1 and group meetings, site visits and online community meetings Encourage open dialogue with clients to ensure issues are being addressed and that strategies are in place for clients to achieve their strategic objectives Employ a consultative, customer-centric approach to the identification of solutions that meet the client's needs and can hold the client accountable for completing their contributions to the project's success Create a periodical review of the client's business to ensure their desired outcomes remain the focus and hold review meetings to keep clients' desired goals on track.
Ideally you'll have Professional Experience Demonstrable experience in one or more of the following roles: o Customer Success Manager o Product Specialist/Consultant o Project Manager o Business Analyst o Software Application Support (3+ years in B2B context) A track record of building long-term customer relationships Experience writing help articles or equivalent process documentation Knowledge and understanding of cultural venues or the arts Experience of using venue management software or ticketing software in the arts and culture sector.
First-hand knowledge of Artifax products is desirable.
Skills Build authentic relationships with clients at all levels of seniority Communicate clearly and persuasively in person, online and in writing Diligently record data and proactively interpret it Have a point of view, and confidently advocate for both the client and the business Consistently display the energy and positivity required to enthuse and inspire clients Be curious about our clients' processes and challenges, be able to get to the root of a problem, and explain it to others in an efficient way Think analytically and make data-informed decisions Effectively manage competing priorities What's on offer Permanent Role Full time, 37.5 hours per week Flexible working hours Working from home, but required to attend 'in-person' meetings, briefings, training courses and other company events as and when the business may require 25 days leave p/a increasing up to 33 with length of service Ability to sell extra holiday days Annual bonus and pay review (dependent on individual and business performance) Inclusion on the Company's perks and wellbeing plan Healthcare cash plan coverage for you and your dependents Free access to our Employee Assistance Programme, providing confidential 24/7 telephone support and/or in person counselling sessions Full access to Skillsoft Percipio learning platform Potential travel within the UK and abroad on the Company's business Opportunities to collaborate with, share best practices with, and learn from like-minded colleagues across a large global network of companies Fantastic career progression opportunities.
Please note that this is a UK-based role so applicants must be resident in the UK and have the right to live and work in this country.
Closing date for applications: 5.30pm, Friday 13th December 2024
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