About the job – Customer Success Champion
Grid Smarter Cities is a SAAS, cleantech start-up that enables freight, servicing, and delivery vehicles to park safely. Our digital platform Kerb allows the kerb owner, local authority, or landowner to manage and aid kerb users by creating bookable timeslots, allowing them to book these slots, making operational savings and creating a more harmonious experience. Think AirBnB for kerbside.
We need an enthusiastic individual to join our team as a Customer Success Champion and continue our success in customer enrolment, from prospecting at our Loading Bay locations to successfully onboarding and growing their use of our network. This role will require significant time spent at our Loading Bay locations – outdoors – balanced with time working from our London office and home.
The needs of our clients are ever-developing, and our sales and service model is evolving to ensure we keep delivering the very best level of service to our customers. You will be part of a team supported by wider expertise and delivery specialists.
This role has expanded over the years, and we need an individual who can adapt to the fast-paced nature of scaling a business.
As a Customer Success Champion, we expect you to be...
1. A self-starter who lives and breathes sales and customer excellence
2. A strong, confident communicator and listener
3. Organised, resilient, and someone who gets the job done
4. Someone with strong stakeholder engagement
5. Flexible and pro-active
6. Able to work as part of multiple teams and independently at times
As a Customer Success Champion, you will...
On the street at our Loading Bay locations:
1. Canvass and onboard new business users
2. Identify potential platform users through engagement – drivers and senior management
3. Promote our Loading Bays
4. Conduct parking delivery and service plans
Working from London office / home / customer premises:
New Business
1. Manage your pipeline of potential new platform users through our CRM - daily callbacks and emails
2. Identify and prospect potential new users of our Loading Bays
3. Product Demonstrations – become a platform expert
Account Growth
1. Grow your new customers across our network of Loading Bays
2. Maintain new users – pushing use of the platform, creating case studies of customer excellence
3. Internal Customer Champion for product development – understand how our customers are using the platform and what they would like to see next
While the primary role will focus on new business, you will also have the opportunity to get involved in many aspects of the business.
As a Customer Success Champion, you will also...
1. Develop and manage all client onboarding activities from project kick-off, training, configuration, data migration, and launch to accelerate time to first value
2. Proactively manage the gateway of participant technical onboarding
3. Build online customer relationships including training and presenting
4. Progress to become a platform expert and present live online product demonstrations to new customer prospects
5. Have competence with Microsoft Office suite – design and create an Excel data set and turn this into a client-facing presentation
6. Add to our growing and developing culture at Grid: if you have a hobby or passion, don’t hesitate to share it and encourage us to try!
Logistics of the role:
1. You will be London based – within the M25
2. 2/3 days a week – onsite at our Loading Bays – Sales and Engagement (within the hours of 8AM-6PM)
3. 2/3 days a week – working from London office / WFH managing customer pipeline / onboarding
4. 1 day a month – Newcastle head office
5. Potential for time elsewhere in the UK, and nights staying away from home
6. Already qualified to work in the UK
7. Reporting to Senior Programme Manager
It would be nice if...
1. Educated to degree level
2. Have some sales and/or customer experience background
3. Have worked in a startup
What you’ll get...
1. Salary £30,000 pa
2. Flexible working
3. A defined contribution pension
4. 25 days holiday a year
5. A Macbook Pro
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