Customer Success Executive (US Based)

  • Customer Success
  • Remote job

Customer Success Executive (US Based)

Job description

About Us

Gecko was founded in 2012 with the vision of improving the way institutions manage inquiries generated from all corners of their digital marketing.  Now, our highly successful SaaS software is used in over 100 Universities across the globe.  We are at an exciting stage of growth with the ambition to double in size year on year.

 

Leading Universities across the world use Gecko 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.

 

Gecko platform enables higher education institutions to create sophisticated multi-channel communication plans.  "From the beginning, the great thing about Gecko has been the ability to automate the inquiry process through workflows, our whole system is set-up on workflows!"

 

About the Job

Our number one priority is our customers and the experience that they have working with Gecko.  We’ve got big plans for our leading EdTech products in the US and we will be investing significant time, energy and capital into building out our US team and Gecko’s market share. Our goal to double revenue ever year for the next 2 years (and beyond...) and we need high performing Customer Success Executives to ensure our customers continue to love us! 

 

As a Customer Success Executive, you will be responsible for developing customer relationships that promote retention and loyalty.  Working closely with our customers in the US to ensure they are satisfied with the services, providing technical support and well considered user specific advice on how to reach their institution specific aims and objectives.  Key areas of responsibility:

 

  • Account Management of multiple US universities
  • Day to day support of the Product Suite
  • Ownership of the renewal process
  • Up-selling through service

Requirements

About you

As well as having both fantastic interpersonal and customer service skills, you will be detail-oriented as well as an excellent and efficient communicator, both written and verbally, Displaying the qualities of someone who is business-savvy, you will;

 

  • Be knowledgeable and experienced working with Customer Service practices
  • Have relevant Account Management experience within SaaS, EdTech or similar sector
  • Have strong IT skills and knowledge base including; CRM (such as Salesforce), Microsoft Dynamics would also be very useful
  • Have a technical aptitude and ability to learn software programs (full training will be provided on our software products)
  • Have efficient event networking skills
  • Be support-minded and able to demonstrate your ability managing time and projects effectively
  • Be a self starter and highly driven; the ability to work on your own initiative is key however you must also be able to work alongside those within your team and the wider Gecko team worldwide 
  • Be a strong multitasker and thus able to handle several Client Accounts at once
  • Good at problem solving and remaining calm under pressure
  • Be confident in front of customers or when customer facing; e.g. the ability to hold a rooms attention whilst dispelling crucial information in vital.
  • Able to travel domestically with the opportunity for occasional international travel
  • Be willing to work out of our NYC office


Why Join Gecko?

Why not? 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 an early stage and to grow and develop as the Company grows. You'll also join a team based virtually throughout the US (Colorado, New York, New Jersey and more); but don't worry, we see enough of each other at regular face-to-face opportunities at events, and also regular company retreats where our US team get together and spend a few days together every 2 months. As well as all of this, you will have the support of our Edinburgh-based team, as well as being invited to visit our team in Scotland - what could be better than that? Other benefits we offer, include:

  • Competitive Salary + Commission
  • Great Healthcare benefits
  • 28 days Paid Holiday (plus your Birthday off)
  • MacBook Pro
  • Bose QC35 Wireless Headphones
  • Fortnightly lunch on the Company!
  • Regular team events

If you want to join Gecko on our quest for global domination, please send your resume 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).