Customer Success Executive

Location : Edinburgh City
Salary

£28k - £30k + Commission
Work : Flexible, hybrid working

Customer Success Exeuctive

Want to join one of Scotland's most exciting tech companies? We’re Grafterr and we’re on a mission to deliver award-winning tech to power the world's digital commerce revolution. We’re growing, and growing quickly so we’re on the lookout for an experienced and passionate Customer Success or Account Management professional to help us take over the world of digital selling!

About Grafterr
We’re a fast-paced, energetic and passionate tech business full of talented and determined individuals. Our SaaS + FinTech products are a game changer for our customers! We’ve created awesome payment, digital ordering & business management tech, which helps businesses large and small totally rock their customer service, generate more sales and make running their businesses easy as pie!

This is an amazing opportunity for someone that is looking to join a disruptive, rapidly growing business, and wants to propel their career within a passionate Growth Team.

The Opportunity:
As a Customer Success Executive, you’ll look after all things post-sale operations and you’ll be responsible for delivering successful customer activations and ongoing product support across our customer base.
Your role will include owning the full customer onboarding, activation and management function, ensuring you deliver high-quality product activation and ongoing technical support. You’ll ensure clients successfully adopt our products into their core business operations and help them overcome technical issues to ensure long-term client engagement and retention.

What you'll be doing:
You'll be speaking with customers on the phone, via email and live chat, answering their queries, providing technical support and creating a great rapport, always delivering high levels of customer satisfaction
Be knowledgeable on all products offered, and team up with co-workers to deliver excellent customer service
Act as a main point of contact for new and existing clients, managing their relationship with Grafterr
Work with our Customer Support teams to help resolve any issues
Work closely within our Customer Success Team to ensure any necessary tasks are completed
Answer any questions customers may have during the account setup process
Complete account management calls to maintain a healthy customer relationship
Ensure all of our clients love using our products and encourage them to leave us reviews
Follow up with existing clients, ensure they don’t have any problems and identify opportunities for you to up-sell new products

What we need from you:
Experience in B2B customer support or account management
Passionate advocate with SaaS and technical proficiency
Clear and persuasive communicator with a professional telephone manner
Be passionate, enthusiastic and motivated to pick up the phone and speak with clients
You'll need to work under pressure and be confident to hit targets
Be extremely organised and be able to direct other teams to ensure work is completed
Willingness to learn and develop
A keen interest in technology and ability to understand technical problems
Self-starter, quick learner and highly organised
Keen to learn about new and emerging technologies
Be fun, friendly and build great relationships with clients

What we offer in return for your hard work:
Salary of £28k - £30k + commission
Employee share scheme - you'll own part of the company!
Flexible, hybrid working
Opportunity to work abroad
Great career progression with the opportunity to progress quickly
A fun and relaxed working environment where you're encouraged to develop
Opportunity to shape the company and directly influence our success
Own your workload
Paid training courses to learn and develop new skills
Office perks such as table tennis, Friday drinks, game consoles, team lunches, flexible hours and casual dress code to name a few!
Regular office socials
An office dog - (A cockapoo called Taxi)