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Customer Experience Manager

full-time cube19 London

cube19 is a successful and highly ambitious B2B SaaS company delivering growth analytics to the global recruitment industry. We believe that staffing companies massively under utilise their own data, often due to an over-reliance on spreadsheets and slow, labour-intensive manual reporting which is almost instantly out of date. By automating this process and providing easy to understand, actionable insights we help our customers optimise their two most valuable assets: People and Data.

Our mission is to ensure that our customers are expertly managed, highly engaged and optimising their ROI from using cube19, with high retention/low churn, exceptional feedback and NPS scores as the pivotal outcome. As a Customer Experience Manager, delivering the highest quality service and training will be your key focus as you guide customers seamlessly through their journey with cube19.

The Customer Experience Manager will:

  • Maintain regular contact with cube19s field customers
  • Building strong relationships with key/senior customer stakeholders
  • Deliver comprehensive training covering all elements of cube19s functionality to users at all levels of seniority
  • Identifying any issues and delivering effective solutions that help drive adoption/engagement

Youll be a bridge between the different teams! A beacon of internal communication, making sure that the right people, from the right teams are engaged with the customer, whether that be technical support, training and adoption, operational and strategic or C-Level relations - the four pillars of customer success at cube19.

You will be utilising your proven technical, strategic and communication skills to prepare and perform regular F2F or webinar based business reviews and bespoke training sessions with stakeholders up to CEO level. Youll be providing a voice for the customer internally, diligently administering all activity and information regarding customer health into the company CRM to ensure that there is a shared pool of knowledge available for every customer. As part of cube19s growing Customer Success team youll be expected contribute and support innovative ideas to help us enhance current processes and improve the overall customer experience.

To apply you will need to possess the following skills and experience:

  • Proven experience in a customer success and/or SaaS product training capacity with full comprehension of the terminologies and methodologies typically used in these roles
  • Proven track record of delivering outstanding customer service and managing customer stakeholder relationships
  • Experience of working in either a SaaS or recruitment technology business
  • Experience using project management tools and webinar/conferencing tools
  • Solid comprehension of Microsoft Office suite and CRM systems e.g. Salesforce
  • Strong problem solving/trouble shooting ability
  • Exceptional communication and interpersonal skills
  • Excellent attention to detail
  • Soldiers attitude - The desire to go above and beyond for customers and the team. Bold, self-driven and determined.
  • Experience with or exposure to business intelligence/analytics tools would be advantageous
  • Educated to degree level preferred but not essential

What it’s like at cube19

We work hard every day to ensure we have an honest, open, diverse and inclusive startup culture. That means that we believe in the power of the team, actively encourage everyone to contribute their views and ideas, operate flexibly with a focus on results rather than hours worked and strive to create an environment that promotes continued personal and professional development.

You’ll find that we’re a friendly, focussed and smart team of people from all walks of life. We look for people who share our values but think independently and are willing to challenge the status quo if they think it can improve the lives of our team or our customers.
published: Jan. 25, 2019

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