Zappi
Who we hire:
We believe in hiring people who want a chance to do their best work. We believe driven people operate best in high-trust, small, cross-functional teams who work together with the rest of the business to bring value to our customers.
We believe the best work happens in teams that value improvement, curiosity and continuous learning. We align on the challenges we need to solve and trust teams solve them in the best possible way.
We value experimentation, failing fast and being bold. We practice continuous delivery and fast iteration. We work to avoid politics, gate-keeping, unfairness and toxic behaviour. We believe in transparency, even when it’s unflattering. We believe in honesty, even when it’s uncomfortable. We treat failure as a learning opportunity. We believe in ethical and responsible business practises and having a positive impact on the environment and our communities.
At Zappi we take pride in helping some of the worlds most influential companies transform the way they approach insights. We’re developing tools and programs around them that allow our customers to be more proactive and strategic in the way they test and learn. Ultimately, helping them in creating more effective advertising and launching more successful products.
As a member of the Customer Success team, you will have a crucial role in making this all happen. You will be the day to day contact for our customers, driving this change in behaviour, and ensuring they are engaged and unlocking the most value possible from our platform.
Key Responsibilities
1) Customer Value As member of the Customer Success team your #1 goal will be to make sure that our customers are extracting the most possible value from our platform.
2) Customer Onboarding and Training Working closely with the Sales and Customer Transformation team, you will be responsible for making sure our customers are smoothly onboarded on to our platform and regularly trained on the latest and greatest it has to offer.
3) Tool/Platform Expert As the day-to-day contact for our customers, you will need to be an expert on all of our tools and our platform so that you can advise customers with the best possible solutions
4) Relationship Building- In order to be successful within the role, it will be crucial that you build strong relationships based on honesty and trust, both with your customers as well as internal stakeholders (Sales, Marketing, Operations, Development)
5) Customer Advocate- You will need to represent the voice of our customers within our organisation so that we are building and moving in the direction that will give the customer greater value.
Who are you?
You are obsessed with helping customers maximise the value they get from every interaction with Zappi. You are a self-starter with the ability to juggle multiple conflicting priorities, you are able to provide high-quality and responsive customer service, you are solution focused, and you are able to proactively identify opportunities which drive the adoption of Zappi.
Customer Success Managers will gain exposure to the inner workings of a growing company, learn how major brands use market research to drive their businesses forward, and influence how research can be used more effectively.
Requirements
- BA/BS Degree or equivalent
- Experience working closely with customers in a fast-paced environment
- Experience or knowledge of market research preferred but not required
- Proficient in Gmail and G-Suite. Proficiency in SalesForce and LinkedIn is a plus
- Curiosity for technology, marketing, market research, consumer insights and helping large organisations grow
- Excellent written and verbal communication skills
- Highly responsive while maintaining attention to detail
- Proactive, highly driven and self-motivated
- Great sense of initiative
- Strong team player, yet also able to take ownership of tasks
- Customer-Driven
- Comfortable working with tight deadlines
- Calm under pressure
Benefits
- Competitive pay scales benchmarked annually
- Unlimited holidays we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays.
- Flexible working arrangements, including remote (unless otherwise specified)
- Thoughtfully designed offices to support both individual work and collaboration without interrupting others
- Generous hardware budget get what works for you
- Support setting up your home office, if appropriate (chair + desk, etc)
- Wellbeing benefits such as free yoga and access to trained therapists / counsellors
- Tailored personal development through training allowances, coaching, mentorship and career frameworks