Junior customer success manager

  • Customer success
  • London, United Kingdom

Junior customer success manager

Job description

About us

HANDS HQ builds software for high-risk industries including construction, manufacturing and events. We're helping businesses of all sizes to make work safer by engaging the entire workforce and changing the perception of health and safety.


The customer experience is at the centre of everything we do. Details matter. We want every interaction with every prospect, customer and user to exceed expectations. 


We have big ambitions and we want like-minded people to join us on our journey. This is an excellent entry-level opportunity into customer success and a growing startup. Our office is based in a friendly WeWork space in the vibrant Shoreditch area with great surroundings.



The role

At HANDS HQ we pride ourselves on providing an outstanding customer experience. The Junior Customer Success Manager will play a vital role in this, by getting to know and supporting them, in order to maintain our high standards. This role is varied and it will require you to be able to build strong relationships with HANDS HQ’s customers. You will be given full training on all of our systems prior in order to deliver the very best in support for onboarding, training, renewals and upsells with our customers, ensuring that they get the most value possible out of HANDS HQ.

We are looking for an enthusiastic and motivated person with excellent communication skills to join the customer success team. You will work closely with the customer success managers (CSM) to provide excellence in all parts of the customer journey.


Key responsibilities

  • Supporting CSM with onboarding and support of Enterprise customers
  • Handling customer enquiries & troubleshooting via phone and in-app chat
  • Add to and maintain knowledge base
  • Identify upsell opportunities for other HANDS HQ products and services
  • Provide customer feedback on products to improve products and also to inform future plans
  • Training of self-service and enterprise customers to ensure they are skilled in the use of our systems
  • Maintain CRM system to ensure all customer information is up to date and accurate
  • Support the marketing team in obtaining customer feedback for use in campaigns


Requirements

  • Ideally a minimum of one year in a customer support/client-facing role
  • Strong written and verbal communication skills
  • Good problem solving skills
  • Good at building relationships internally and externally
  • Ability to manage multiple stakeholders and time scales (project management)
  • Interested in a career in SaaS and technology
  • Self-motivated - someone who can work independently and strives to be the best
  • Strong attention to detail
  • Excellent team player


Benefits

  • 25-27k depending on experience
  • 25 days holiday plus bank holidays
  • Competitive salary
  • Personal learning budget
  • Regular team socials
  • Fresh fruit and snacks
  • Based in great office in Shoreditch