Full-Time Customer Success Manager
Job Description
Who we are
Born in 2014, Yoti is a digital identity and biometric technology company that makes it safer for people to prove who they are. The Yoti app was designed with privacy at its core, giving people a secure way to prove their identity and share third-party credentials with organisations and other people.
Today, we have over ten million app downloads around the world. We’ve expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e-signing, AI anti-spoofing technologies and we continue to think of innovative new offerings.
From day one, we’ve been working to fix an outdated identity system. This is not a journey we make on our own but with policy advisors, think tanks, researchers, academics, humanitarian bodies, our users and everyday people. We are committed to solving identity problems through grassroots research and social purpose initiatives.
Requirements
Purpose of the Role:
Set the overall vision and strategic plan for the Customer Success function, focusing on driving product adoption, leading a positive customer experience, driving growth and net retention improvements.
Principal Responsibilities:
- Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
- Work closely with the Business Development team to create or improve strategies for existing customers and account growth plans.
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of Yoti’s products and services.
- Ensure customer churn is minimised and drive customer satisfaction and adoption.
- Work with the marketing team to ensure that we are providing the right messages to existing customers
- Address escalated customer issues with a sense of urgency.
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their requirements.
- Mediate between clients and Yoti product team reporting issues, bugs and feedback through surveys.
- Assistance with customer success reporting as directed.
Knowledge, Skills, Qualifications and Experience:
- 2-3 years experience in customer success working with a SaaS or subscription enterprise software company.
- Ability to communicate and foster positive business relationships
- Flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Able to collaborate across the organisation and with internal and external stakeholders
- Accountability and personal organisation are essential
- Proven ability to develop key strategies and track successful delivery
- Experience of using Salesforce or equivalent CRM desirable
Benefits
What’s in it for you?
- Flexible working
- Performance based discretionary annual bonus
- Share Options
- Internal Share Market
- Private Medical Insurance
- Life Insurance
- Pension
- Cycle to work scheme
- 25 days holiday (plus bank holidays)
- 5 fully paid Selfie Days – for your own personal development, volunteering, charity events, etc
- Team and company activities, Social clubs ( Football, Yoga, Languages etc), CoderDojo.
- Continuous learning opportunities (Annual Training budgets, LinkedIn Learning, conferences etc)
This is a great opportunity to join a company that is leading the way for innovative and responsible identity verification. We’re looking for people who can adapt to a fast-paced environment, as well as champion our brand and what we stand for. We value a positive attitude and people who have a collaborative, creative and transparent approach to solving problems.
We believe in equal opportunities
It takes a diverse community of passionate, talented and committed people to build a simpler, more secure way of proving identity. We’re an equal opportunity employer, so we welcome applications from people of all backgrounds, with different outlooks and experiences.
Pre-employment checks
If your application is successful please be aware that as part of our pre-employment checks:
- We will check your details against fraud prevention databases
- We will check identity; address match; PEPs and sanctions; bank validation, verification, fraud checks, negative data (CCJ, bankruptcy)
- If our investigations identify fraud or other criminal offences both when applying for a job and during your employment, we will record the details on the relevant fraud prevention databases. This information may be accessed from the UK and other countries and used by law enforcement agencies and other organisations to prevent fraud.
- Please contact HR to get information on which fraud prevention databases we use.
Talent Pool
If we consider that you might be suitable for other roles in the future, we will keep your details so we can contact you about these other roles. If you do not want us to keep your details for this purpose, please e-mail HR or let us know at any stage of the recruitment process. For more information please read our Applicant Privacy Notice.
How to Apply
Please apply via the link https://apply.workable.com/j/0B01E2C127149 total views, 0 today