We are looking for a Customer Success Lead to join our growing company. You will play a crucial role in optimising how our prestigious global client base, which includes The Times, The Guardian, Le Monde and Conde Nast, are on-boarded and utilise our products to ensure they are successful with their investment in Echobox.
By ensuring high retention rates and outstanding customer satisfaction, you will contribute directly to our growth rate. By gaining a deeper understanding of the publishing industry and our customers, you will also contribute to the product development process by collaborating with our partners and suggesting new features and products.
Work closely with sales teams and sales leaders to assist in winning business and ensuring that clients are successful with their investment in Echobox.
Provide responsive, empathetic and outstanding support to our customers, including through product training and consultation to new and existing clients.
Ensure subscription and support renewal rates are high due to excellent client satisfaction and adoption.
Ensure customers and their wider teams are correctly set up and on-boarded to Echobox’s products optimally.
Identify customers whose use of Echobox products could be improved.
Resolve common customer questions related to social media, integrating with and using Echobox products.
Improve the ways in which customers can help and train themselves through our knowledge based and online resources.
We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel machine learning techniques, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Times, Le Monde, The Guardian, Vogue and many more.
Our team is our best asset. We work with extremely smart and talented individuals, who all enjoy a high degree of responsibility and independence in structuring their work.
Do you think you have what it takes to be part of Echobox? We'd love to hear from you.
About our work:
To get a better insight into the kind of technical work we do, check out our open-source project on Github (https://ebx.sh/gh), our data showcases (https://showcase.echobox.com) and our YouTube content on Microservices (https://ebx.sh/microservices).
Minimum Academic Qualifications:
Minimum 2.1 degree from a top-tier university; or
2+ years relevant job experience with a proven track record of excellence in your field
Fluent written and spoken English
Required Skills and Experience:
Strong interpersonal skills
Self-starter, ability to work with limited supervision, multi-tasker
You are a natural problem solver
An ability and desire to learn new skills quickly
An ability to use data to help guide decision making
High degree of competence with spreadsheets
Strong analytical, assessment and problem-solving skills
Additional language skills (e.g. French, German, Spanish etc)
Previous experience in Customer Support, Account Management or Sales (1+ years)
Previous experience in a SaaS company
Familiarity with the publishing industry
An interest in social media and proven ability to grow a social audience across different platforms
Experience using Tableau
Experience using Zendesk