Customer Success Associate

Customer Success Associate

Working Hours: 9am – 5pm BST

Salary: £25,000 - £27,500

Location: Scotland (Edinburgh / Glasgow)

Introducing hyble!

At hyble, we're not your typical 9-to-5. If that’s what you are looking for, I’d recommend you stop reading now.

We're a fast-growing marketing technology company serving customers in over 50 countries.

Just six years ago, we were a tight-knit team of 12 crammed into a tiny office in a start-up incubator. Fast forward to today, and we’ve transformed into a dynamic team of over 90 passionate individuals spanning three continents partnering with some of the world's biggest alcoholic beverage brands.

Right now, we’re expanding rapidly into North America as a result of signing a transformational contract with the largest Wine and Spirits Distributor in the USA who also happens to be the 11th biggest privately owned company in the US.

While our European and Australian ventures are relatively mature, the US market is a fresh canvas where we’re essentially starting from scratch. We’re on a mission to build out our team, processes and systems from the ground up. It’s a unique opportunity to get in at the ground floor of a startup a US but with the backing and support of a mature mothership in Europe.

Our Purpose

Our goal is to create a lasting positive impact by disrupting a traditional industry that’s operated the same way for over 50 years.

It blows our minds that sales reps have to spend weeks creating something as simple as a poster. And we’re horrified by the amount of obsolete Point of Sale we see being sent to landfill. So, we're on a mission to solve these issues once and for all.

Our technology platform “hyble” empowers sales reps in the beverage industry to create on-demand marketing materials that are both brand-compliant and tailored for the specific account. Combined with our enterprise services which enable the change management process and our cloud printing model that enables rapid turnaround print we have a game-changing solution that the market is screaming out for.

This innovative approach makes sales reps lives easier by allowing them to support more accounts in less time while also drastically reducing the production of generic marketing content that often ends up in landfill.

What’sit really like to work here

Working with us is a long way from your average job – it's a unique opportunity to collaborate with brilliant people and be part of what could be the most significant chapter of your professional life. It's where you can realize your full potential, take responsibility and make a huge impact.

Here's a glimpse of what it's really like to be a part of hyble:

• Fast-Paced: Our growth is lightning-fast, and the to-do list is never-ending.
• Continuous Innovation: We're constantly building and improving our product, systems, and processes. We’re never done.
• Starting from Scratch: We're building supply chains, teams, processes, and systems from the ground up.
• Rapid Expansion: Our organization chart gets a makeover every 30 days as we addnew people, teams, and capabilities.
• Resourceful: We’ve got the backing of big name investors but capital efficiency is in our DNA so we’re mindful of every dollar, euro, or pound spent.
• Global Reach: We work across multiple time zones so we're often taking calls at odd hours to support our global teams.
• Versatility: We wear many hats and take on tasks that go way beyond our job descriptions.
• Dynamic Environment: We’re in the “messy middle” of the scaling journey so things can get a bit messy and chaotic at times.
• Rewarding: But above all, it's incredibly rewarding, engaging, energetic, exciting, and a lot of fun.

Whowe’re looking for :

We're on the hunt for the unconventional folks, the non-conformists, the professional punks, and trailblazers. The rebels who are passionate about solving industry challenges. We’re seeking the 1% who are determined enough to join our adventure, individuals who will relish challenges, learn daily and are driven to build something extraordinary.

Most importantly, we're looking for individuals who embody our values:

• “We’re a Team”
• “We’re Humble”
• "We’re Resilient”
• "Be Yourself”

Our work ethic at hyble

Our values drive our work ethic. We are looking for people who operate this way as a default setting.

• Commitment: We're fully committed to our vision, goals and each other.
• Hands-On: We're not afraid to get our hands dirty.
• Team-First: The team always comes before individual interests.
• Hard Work: We go above and beyond, because it matters to us.
• Responsible: We treat company resources like they're our own.
• Progress, not perfection : We focus on progress and results, not perfection. We focus on making marginal gains every day and look for shortcuts along the way.
• Accountability: We make it ours and take ownership and responsibility.
• Ambitious: We go big or go home.
• Initiative: We try to see round corners; we spot opportunities, and we always find a way.
• Growth Mindset: We’re always learning, we’re never done.
• Challenge Convention: We challenge the mindset of “because we’ve always done it this way”
• Empathy: We deeply care about our customers, suppliers, and employees.

If this sounds like your jam, thenread on to discover more about the role you could play in our journey. If it doesn’t, that’s absolutely fine. This is definitely not for everyone, and we know that!

What you'll do

As a Customer Success Associate, we’re looking for someone with a customer-centric mindset. This individual needs to be outcome driven. Our team is not here just to service the customer - your key focus will be to drive engagement with our brand-new platform, hyble.

You will be responsible for managing a selection of our exciting alcohol beverage customers, across the globe, which are strategically and commercially important to the business. Understanding our customer's goals, pain points and needs and ultimately driving engagement to achieve the account targetsin 2024 and beyond.

The CS Associate will be crucial in supporting the account teamsto ensure insights derived from the account are fully leveraged to seek new ways to improve and build on the service provided to the customer and ultimately driving incremental engagement and revenue.

• Build strong relationships with key stakeholders (market lead & sales rep level), adding value to their business though consulting and strategic insight.
• Lead full customer life-cycle process from new customers & reps through to advocacy, ensuring a successful level of engagement with hyble.
• Track key KPIs directly linked to customer success & account health.
• Grow and manage the market portfoliothrough increased user engagement and product penetration.
• Increase the profitability and cash flow by focussing on improving your account’s P&L.
• Provide internal teams with clients’ feedback in regards to platform functionalityand features, in order to improve and develop future marketing technology platforms.

What you’ll bring:

• Lives and breathes our company values: We’re a Team, We’re Resilient, We’re Humble, Be Yourself.
• A qualified candidate with a minimum of 1 year’s experience of managing clients/accounts.
• Passionate about the drinks industry (on-trade), technology and the use of software to increase business efficiency.
• You will need to be someone who thrives in a dynamic and entrepreneurial environment where every day is different.
• You will be willing to take on responsibility from day one and have the experience and confidence to learn quickly and tackle new challenges.
• You are someone who is excited by new opportunities, challenges the status quo and wants to be a critical part of a fast-growing business.

The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.

You could belong here

To deliver brilliant marketing to hyble’s global drinks suppliers and their customers, we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

We’re happy to consider flexible working, including part-time hours - whether to help you meet other commitments or to help you strike a great work-life balance.

What we’ll offer

As well as your salary:

• Pension . A combined contribution of up 12% of your salary for your future.
• Reward and Recognition. A bonus scheme based on company and team performance, with regular recognition along the way.
• Holidays . 33 days including public holidays, with options to buy or sell extra days.
• Giving back. 2 paid days leave to support a charity of your choice
• Wellbeing. We'll support you in looking after your health and wellbeing so you can do your best work. We provide coaching and counselling on demand through our wellbeing partners, Plumm.
• Summer Fridays. 4 half day Fridays in the summer months to make the most of lighter nights.
• Grow with us . You'll have opportunities to develop your career in a high pace technology company as part of a great team.
• Personal Investment . We'll invest in your personal development and give you regular feedback.
• Open culture . A place where you can bring new ideas, try doing things differently, and have a real impact.

Did we mention we’re a Sunday Times Best Place to Work for organisation? Have a look at the Sunday Times Website to see usmentioned under medium organisations!

For more information about us visit: or check out our socials.