Customer Success Executive (UK-Based)

  • Customer Success
  • Remote job

Customer Success Executive (UK-Based)

Job description


The clue is in the name really, ‘Customer Success’… You do whatever it takes, often going above and beyond, in order to make the customer's experience a success story!


You’re that ‘go-to’ hero for customers - that first port of call. Someone who is truly passionate about customer success, with a natural talent for creating and developing relationships. Really getting to know your customers means you are able to properly understand them; their needs, pain points and capabilities. This makes you an awesome account manager.  


So does this sound like you? Do you love technology and want to work for a highly successful EdTech company?

If you can answer ‘yes’ to both these points then please read on…


So, who are Gecko Engage? Well, we’re the proud creators of a meaningful SaaS solution that has allowed today's HigherEd institutions to connect with over 9 million students worldwide!


Our platform of market-leading EdTech products are used by HigherEd institutions across the world to improve the way they recruit students, drive efficiencies in inquiry acquisition and increase conversion rates. Our software has helped universities connect with over 6 million students worldwide, whether they’re capturing inquiries at recruitment fairs in far-flung corners of the globe, registering attendees on to campus tours, or helping freshmen navigate the new world of higher education, our customers trust us to help deliver a great experience for their students. Oh, and we built our very own (and very clever) ChatBot too - did we mention that?


We're growing fast; in fact, in the last 12 months alone we doubled our headcount, managing 100+ clients across the globe.

We’ve got big plans for our leading EdTech products but our number one priority is always our customers and the experience that they have working with Gecko.  We’re proud to say that our customers love us:

                                 

                                                  "From a communications point of view, Gecko is a Godsend."


And that’s where you come in…


About the Job


As a Customer Success Executive, you're kind of like the face of Gecko (no pressure there then) and will be responsible for developing super-strong customer relationships that promote retention and loyalty to our brand.  Working closely with our customers in the UK and US, you will do all that is in your power to ensure they are satisfied with the product suite and services, providing technical support and well-considered user-specific advice on how to reach their institution-specific aims and objectives.  This role is UK-based although please note that part of your week will be aligned to US hours so that we continue to provide our awesome support to our US customers.


    Key areas of responsibility:

    • Awesome account management of multiple UK and US universities
    • Providing totally slick day to day support of the product suite
    • Total ownership of the renewal process
    • Up-selling organically through excellent service


    [Please note, being a software product, this is a tech-heavy role and a high level of technical savvy and aptitude is fundamental]


    Requirements

     

    Enough about us, more about you... 


    This job might be for you if you are:

    • A talented customer service wizard, who is support-minded, and both familiar and experienced working with customer service practices.
    • Already experienced in managing customer accounts within SaaS, EdTech or a similar sector.
    • Technically capable with strong IT skills and experience working with CRM systems (such as Salesforce) or programmes such as Microsoft Dynamics.
    • Able to learn software programs quickly (don't panic, full training will be provided on our software products).
    • Confident at networking and facing customers - you can't build relationships with your head in the sand
    • Flexible in your work pattern as part of your week will be aligned to US hours
    • Strong at communicating effectively (i.e. no wafflers).
    • Able to multitask to the extreme and can handle several client accounts at once.
    • Cool as a cucumber under pressure - achieving contract renewal deadlines is no problem for you.
    • Someone who takes the time to think through problems logically but also with empathy to reach the best solution for the business and more importantly, for the customer.
    • Curious and always learning; even if it's just about our business - a trait which we look for in all of our Geckos
    • Ambitious and self-driven; the ability to work on your own initiative is key however you must also be able to work alongside those within Customer Success and the wider Gecko team.
    • Able to travel domestically with the opportunity for occasional international travel (on hold at the minute due to Covid-19)
    • A true Gecko at heart; you just didn’t know it yet! You want to make that move to become part of something which matters to you and where you’re valued in return.


    Why Join Gecko?


    Why not?  Joining Gecko, you will have the opportunity to learn from and work alongside some of the most passionate and driven people in the industry.  Equally, this exciting time for Gecko presents a unique opportunity to embed yourself into the business at this early stage and to grow and develop as the Company grows.  


    We like to have fun and lots of it. But like many other businesses across the globe this year, we've had to adapt from life in our colourful modern New Town office to a remote, home-working setup. So we've purposely tried to continue the traditions or rituals in a virtual setting, such as 'Friday pub', 'coffees' or 'meditation sessions', as well as creating whole new ones like our new fitness channel or games nights.


    Some other nice things about working for Gecko (apart from the fact we're all just really nice people) include: 

    • Competitive Salary + Commission
    • MacBook Pro
    • Bose Noise Cancelling Headphones
    • Flexible working week
    • Work from anywhere / work from home
    • Pension Scheme
    • 28 days Holiday (plus 4 days at Christmas and New Year, AND your Birthday off - so 33 really)
    • EMI Share Option Scheme (after qualifying length of service)
    • Employee Assistance Programme and discounts and benefits through Perkbox
    • Lots of other benefits in the office (such as free breakfast, soda fridge, coffee machine, fortnightly lunches, ping pong to name but a few).


    Please send your CV along with a covering letter demonstrating what exactly makes you our next Gecko (i.e. why you’d like to work with us and examples of experience or skills that you see as particularly relevant).


    NB. Successful applicants will be subject to complete a video-questionnaire as part of the recruitment process.


    Applicants must be based within and have a valid right to work in the UK - we are unable to offer sponsorship.


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    NO AGENCIES PLEASE - WE HAVE A SELECT LIST OF PARTNERS WHOM WE WORK WITH