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Hi there! We're Stotles.
Our mission is to unlock the potential of business and government working better together. We'd love for you to join us on our journey.
The partnership between business and government is key to making our communities productive and cohesive, but inefficiency and bureaucracy is currently the norm. We're using a modern approach to change this.
Our SaaS platform gives businesses a clear view of opportunities to work with the public sector and the tools needed to manage them. We're bringing together a massive amount of messy government data to bring clarity and transparency to a space that desperately needs it.
We've seen fantastic traction from industry-leading customers such as Salesforce, Vodafone, Microsoft, Civica, and others.
About this Role & Why We're Hiring
We're hiring a motivated, analytical, and ambitious individual to engage and delight our customers at every touchpoint. Essentially, we want to make a long-term partnership with Stotles a no-brainer for any customer. Our customer base is growing quickly, so we need somebody excited by the opportunity to get in at the ground floor and help shape what Customer Success at Stotles looks like.
Compensation Range: £40,000 - £60,000 base salary (dependent on experience) with an additional options equity grant.
What You'll Do
This role will be responsible for:
* Working with customer key stakeholders to identify their business objectives, agreeing success metrics, and defining and executing customer success plans to deliver tangible business value to ensure renewal and realize expansion opportunities.
* Managing key touchpoints with priority accounts in their customer journey, including onboarding new customers and conducting training sessions, designed to meet the individual business needs of each client to achieve fast time to value.
* Identifying and managing key stakeholders within each customer base to ensure engagement and product utilization to support value realization.
* Detailed understanding of our client's industry, strategic business needs, and help optimize the usage of our platform to achieve their business goals.
* Supporting NRR (net revenue retention) through contract renewals and identifying opportunities for expansion within existing customers.
* Act as the voice of the customer within Stotles by providing customer feedback and collaborating with the Product and wider Commercial teams to support product improvement.
* Maintaining CRM and other systems of record. Reporting and presenting on customers and your book of business as required.
* Being a team player - collaborating and contributing to making our processes and methods better as we scale.
Who We're Looking For
* Experience
o 2 years of experience in a customer success role at a SaaS company managing mid-market or enterprise customers with a focus on value realization and delivering measurable business value.
o Deep understanding of core SaaS Customer Success functions; able to deliver onboarding and user product adoption to drive account health.
o Adept at building strong internal and external relationships to achieve desired results.
o Experienced translating complex data sets into easily digestible client-facing reports and recommended business actions.
o Experienced communicator when managing customers at different organizational levels.
* Mentality
o Track record of showing initiative and able to find ways to get things done when ambiguity is high.
o Unafraid to say, "I don't know the answer. But I have a few ideas on how we can find out".
o Able to listen, think logically, strategically, and tactically to solve complex problems.
o Customer-focused - you care about delivering to your commitments to help our Customers.
o Teamwork - you are a team player, personable, and support the Customer Success and wider team.
o You are ambitious - you want to learn and develop and have an impact.
* Methods
o Highly organized; you have a high attention to detail.
o Data-driven and outcome-focused. You can identify key insights and recommend associated actions.
* Skills
o Well-developed communication skills: good at listening and completing discovery for problems or opportunities.
o Can plan, organize self and others, garner support, and experiment to uncover opportunities.
o Results-oriented, can manage expectations and understands the importance of delivering to commitments.
o Comfortable using spreadsheet analysis techniques and summarizing into actionable insights.
o Comfortable in the use of Hubspot or other CRM systems.
o Bachelor's degree is desirable, or equivalent relevant business experience.
You at Stotles
* How you'll learn and grow
o Customer Success - We exist for our customers and will support how we derive insights from them.
o Data - You'll work with massive amounts of data, giving you the chance to play with data using novel techniques.
o Leadership - Mentor/mentee opportunities as the team grows.
* What you'll do in a typical week
o Work with leadership to shape the future of Stotles.
o Talk with and listen to customers, potential customers, partners, and investors.
o Conduct research and data analysis to help end users leverage relevant insights.
o Participate in weekly Commercial Team meetings.
o Join bi-weekly product meetings to discuss changes to the product and roadmap.
o Engage in 1-on-1 development sessions to discuss your progress and career goals.
o Participate in social opportunities to stay connected and have fun.
Benefits & Perks
* Transparent and competitively benchmarked salaries.
* Equity dependent on experience.
* A generous health cash plan.
* A personal health, wellness, and development allowance of £130/month.
* 25 days vacation + bank holidays.
* A dedicated learning and development budget.
* Office in Central London (Farringdon).
* A hybrid working environment with flexible work-from-home opportunities.
* A work-from-home setup budget of £400.
* Monthly in-person team-bonding socials.
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