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Customer Success Technician

In this role you are a member of the Customer Success Team working alongside the Customer Success Managers (CSMs). Your initial purpose is to work with the CSMs and Client Project Teams to provide a populated RightMarket site based on our ‘Project Discovery’ outcomes. An element of initial design concept may or may not be required and will be based on an existing client brand.

Your sole focus is to provide users with an optimised experience of artwork creation and to work in a manner which encourages users of our platform to return and recommend RightMarket to others. You must continually iterate and improve standards that are aligned to this philosophy and apply them throughout our platform.

The ideal Customer Success professional should engage with customers, maximize value, and create strategies to grow our customer base. Dealing with customers who may be reluctant, confused or frustrated will be your reality!

Key Responsibilities:

You will:

  • Manage customer relationships and help develop and manage client portfolios. Part of this is project managing customer design / marketing requirements
  • Assist with the design process (you may have some involvement in producing client focused designs using InDesign and/or Illustrator)
  • Manage the whole customer onboarding journey and produce operational sites
  • Assist the product team to improve user experience
  • Analyse customer data to improve the customer experience
  • Hold product demonstrations for customers
  • Always strive to improve onboarding processes
  • Evaluate and improve tutorials and other communication infrastructure
  • Handle and resolve customer requests
  • Minimise customer churn
  • Aid in product design and product development

Your background:

Ideally you will have:

  • experience of dealing with customers and project teams
  • graphic design and marketing experience
  • some InDesign experience – or a very strong interest in this area
  • an interest in technology and a passion for service

You must be:

  • a confident and effective communicator – both with internal teams and external clients
  • driven and ambitious with a self-development focus

Requirements

  • Whilst not essential, a Degree in Business / Marketing or Design is preferred
  • Be highly organised and able to multi-task
  • Be self-driven and have a proactive nature
  • Be a confident and effective communicator, both verbally and in writing
  • Have effective interpersonal and problem solving skills
  • Have a methodical approach with a high level of accuracy and attention to detail
  • Ambitious, with a passion to learn and develop
  • High computer literacy and ability to learn new software
  • Design knowledge and expertise in the Adobe suite (highly beneficial but we are flexible)
  • Experience in design and marketing document creation.
  • Be a patient and active listener.
  • Be confident and happy working as part of a team or independently
  • Be effective at prioritising and managing priority switching

Some knowledge of the following would be preferred:

  • Microsoft Teams proficient
  • Pageflex – proprietary template build software
  • Adobe InDesign / Illustrator
  • Office 365
  • Power BI
  • SharePoint
  • Zoho

Package

Salary – up to £23k DOE
Auto Enrolment Pension Scheme (via Salary Sacrifice)
Remote Working (home office furniture and equipment provided)
Private Healthcare
25 days holiday plus bank holidays
Hours: 9.00 – 5.30

Send in your CV