The role
Job Title: Customer Success Associate
Salary Range: £25-30k
Department: Customer Success
Location: Marlow, UK
Who we are
We’re a fast-growing event tech company, that prides itself on providing our clients with world-class event solutions to support live, virtual or hybrid experiences. Built within an experiential events agency and production team with over 40 years in business, we’re not software people trying to take on the events world, we’re events people building great tools to solve the problems we know the industry is facing.
Innovation is in our DNA – we are dedicated to designing the tools of tomorrow.
Our Culture – Dynamic | Creative | Positive
We’re proud to be building a dynamic and ever-evolving business, where our team thrives on learning, adapting, and growing. You’ll be joining a fun, high-performing team, and you will have the opportunity to make a real impact on our business.
We’re located on Marlow high street, a stone’s throw from the River Thames; we have a bustling office with an active social committee, activities year round and plenty of opportunities to get involved and mix with the wider team. We work side-by-side with an events agency so there is always someone new to chat to.
We offer a flexible working policy, allowing you to define your perfect balance between working from the office and working from home. We’re looking for someone who can make it into the office at least 3 days a week, so do check the commute! There’s plenty of parking available and good transport links to Maidenhead, London and Reading
About you
Our Customer Success team is looking for a talented individual to help execute on our strategy and to take a hands-on role in partnering alongside our customers.
Do the below statements describe you? If so, we’d love to hear from you!
- You’re a people-person. You love talking to and interacting with people and you’re naturally good at building long-term trust-based relationships. You’d love to join us in the office 3 days a week.
- You are curious and proactive. You apply a growth mindset to your customer success approach and seek out opportunities to further the gther partnership with our customers.
- You are passionate. You have the motivation to go above and beyond for our customers to deliver world-class customer support and provide memorable customer experiences.
- You are accountable. You are a team player, with great organisational skills.
- You’re an engaging communicator. Excellent verbal and written communication skills. You are good listener, fast thinker, meticulous, and confident.
- You are adaptive and resilient. You thrive in a dynamic environment and meet obstacles with a solutions-oriented mindset.
- You’re a problem solver.
- You’re a self-starter. You have a positive mindset and ready to dive headfirst into the world of event tech.
- You don’t mind travelling. You’re comfortable with occasional international travel to support clients at events.
About the role
We’re now expanding our team with a Customer Success Associate,to be part of our exciting journey ahead.
As a Customer Success Associate at gther, you will play a vital role in building strong relationships to drive success and discover ways to unlock additional value, helping our customers realise the value of our products & services. As a part of the team, you will also play an active part in driving continuous improvement within our team and business.
What you will do
- Onboard and new customers. Help customers get started with the gther and learn how to use our platform(s) to achieve their goals.
- Develop a trusted advisor relationship. Build and maintain long-term trust-based relationships with customers by being responsive, helpful, proactive and ensuring their goals are aligned from a business strategy perspective and success metrics are identified.
- Promote customer success. Work closely with customers to understand their objectives to develop and achieve their goals. Share customer success stories internally and with other customers.
- Be the customer’s advocate. Driving relationships and solving challenges. Collecting customer feedback and use it to improve the product and services offered.
- Risk Mitigation. Identify, evaluate, and prioritise risk, developing proactive mitigation strategies. Manage issues that require escalation to other departments.
- Provide ongoing support and guidance. Help customers get the most out of the product by providing training and education, best practices, and other resources. Work with customers to resolve any issues that arise.
- Manage customer commercials. Ensuring timely renewals and proactively seek out upsell/cross-sell opportunities with your customers.
- Support with continuous improvement. The CS team acts as the voice of the customer internally, working across our internal teams to ensure we deliver the best customer experience.
What’s in it for you
At gther we’re dedicated to creating a positive working environment which empowers our employees to the be the best version of themselves.
- 25 days holiday, plus bank holidays
- Bonus & commission scheme
- Company Pension Scheme
- Private Health Care
- Employee referral scheme
- Regular Team Socials
If you’re ready to take on a new challenge and make waves in the event tech industry, we’d love to hear from you. Apply today and let’s shape the future of events together!
gther is an Equal Opportunities Employer.
