Customer Success Manager

Location: Expected in Birmingham office c2 days / week, plus client office locations (tbc)

Salary: Competitive plus benefits depending on your experience & qualifications
 

Changing the way people work by using mobile technology to connect individuals with work opportunities in a more efficient way is what Roamler is all about! We are not a vast corporation, which means every individual is important. At Roamler, you will be valued and supported, involved, and empowered from day one, and in return we expect a 'can do' self-learning and self-motivated positive attitude. You will be working in an environment that's transforming the way that retail execution, merchandising, sales, auditing, and mystery shopping is delivered. We use our flexible workforce to deliver high-quality cost -effective services.

Customer Success is about identifying what success looks like for our customers, then partnering with them proactively to meet their goals. We are looking for someone having a growth mindset, someone who is customer obsessed and committed to solving customer’s most complex problems and helping the sales teams with closing larger deals. You know what it takes to drive customer satisfaction & retention. Our Customer Success team is still in development, and we know we have got a lot of building to do, so if you are excited to help shape best practices and standard procedures for the whole team Roamler is the place for you! We are customer obsessed and will always go the extra mile to deliver the highest quality products & service!

What skills will you bring to the team from the get-go:

• You have at least two years of professional experience in Client Success or Account Management, ideally for a SaaS, Tech, FMCG or Field Marketing companies
• You have experience in building and maintaining strong client relationships with customers, understanding their business objectives, and growing these relationships over time through upselling and cross-selling
• You use a consultative approach when helping clients and you are a natural at building trust with multiple stakeholders
• You are a true team player, and you are used to working closely with other functions like Sales, Data and Product
• You will own the success of a group of customers, ensuring they get as much value as possible out of our products and services
• You will champion the needs of the customers to your team and the rest of Roamler, helping us learn from their feedback and contribute to the future development of our services
• You will build strategic success plans for a growing number of your customers, creating clarity around their desired outcomes with the Roamler product suite.
• You will become a Roamler product expert and use this knowledge to effectively onboard customers on our platform
• You will help the business understand which of your customers are successful and maximize customer retention
• You will identify opportunities for your customers to expand their relationship with Roamler through adding additional products or services.
• You have excellent written & verbal communication skills
• You understand the value of KPI’s, OKR’s, SOP and processes to support our growth
• You are an analytical thinker and will act based on data, not just your gut feeling.
• You are data-driven and can analyze large datasets and convert this into actionable insights
• You can make persuasive reports and decks in which you present research data, valuable insights, and recommendations
• You have experience in upselling or cross-selling between multiple products
• You have an entrepreneurial mindset and are excited to be part of a rapidly growing team and business (with all the exciting challenges that come with it!)
   

What skills you can expect to develop with us:

• You will continue to gain additional experience in upselling or cross-selling between multiple products
• Developing and implementing standard operating procedures and continuously improving our customer's journey
• Growing your ability to help customers succeed through working closely with a rapidly growing portfolio of customers
• You will help us solve operational challenges as they come up scaling the team, using creativity and determination to drive results
• You will demonstrate best practices and expectations for our customer Success team, using your frontline experience to improve our standard operating procedures
• You will find additional opportunities to improve the customer experience, through building relationships with sales, product, data and other teams across the business
• You will help develop best practices for new customer onboarding and customer growth & renewal to ensure ongoing customer success
• You will help the business generating, developing and closing new business
• You will grow your understanding of the Retail industry
• You will join our education programs and continuously develop & challenge yourself
• You will help us solve operational challenges as they come up scaling the team, using creativity and determination to drive results
• You will demonstrate best practices and expectations for our customer Success team, using your frontline experience to improve our standard operating procedures
• You will find additional opportunities to improve the customer experience, through building relationships with sales, product, data and other teams across the business
• You will help develop best practices for new customer onboarding and customer growth & renewal to ensure ongoing customer success
• You will help the business generating, developing and closing new business
• You will have opportunities to develop your career into frontline sales roles and or management position
   

Our excellent employee benefits:

Roamler is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:

• Competitive salary in line with relevant industry skills & experience
• Achievable bonus
• 33 days holiday, including public holidays, plus the option to buy or sell five days each year (tbc)
• Company pension scheme (for full-time roles)
• Travel allowance
• Life Insurance

At Roamler ‘we make things happen’, for our clients and within our organization. We put employees’ wellbeing and development first, empowering everyone to make the difference with his unique skillset and expertise. 
 

We Believe in:

• freedom and responsibility 
• team growth 
• high-performance culture 
• diversity 
• quality and efficiency
• striving for a sustainable profitability, as it is the way to be and remain free to invest in our future

The Roamler story is far from finished. Our horizons keep broadening and we are focused on delivering more crowdsourced, mobile ‘revolutions’. As a company we are looking to grow, both in terms of activity and geography, and in the UK we are looking to grow our retail activity as well as developing new service offerings, and for this we are looking to grow our UK operational team and recruit a Customer Success Manager.