Overview

Customer Success Practitioner Job at hublsoft Ltd – London

Role Profile – Customer Success Practitioner

Hublsoft is an exciting technology start-up based in York developing a game changing software product. Our mission is to build intimacy between decision makers and data; creating an experience that simplifies the modern complex data landscape, translating it into a language business users understand and can interact with to drive better decisions.

This role is part of the Customer Success team, joining a strong team of experienced professionals and engineers, developing and growing our new product. The product uses the latest technologies to deliver a world-class end-user experience, all delivered through a JavaScript based Single Page Application that is easy to use with a strong collection of functionality, features and scalability.

We are looking for people with strong customer engagement skills, a great working attitude, a user focused perspective and an appreciation for modern Web application technologies, who can drive customer success within our customer base to help us keep growing. If you’re dedicated and ambitious, Hublsoft is an excellent place to grow your career.

Location

Due to COVID-19 we are all working remotely & flexibly. We are open to all UK locations, but some travel to our office sites will be required for team meetings in future.

Our head office is in York, close to the University of York and commutable via rail and bus and with on-site parking, our Customer Success Leads have a London base at Victoria.

Key Responsibilities

Value Diagnostics

Driving engagement within key customer accounts, with a focus on customer experience and value creation; accelerating time to value & maximising customer ROI

Analysing customer data to provide proactive actionable insight & recommendations to customers using the hublsoft application through creating value content

Developing domain expertise of technology service provider market, specifically network services

Taking ownership for value creation for a specific customer industry across our customer base

Driving adoption through industry best practice and supporting digitisation of manual customer interactions

Owning the tailored evolution of adoption capabilities to enable user self sufficiency & customer value

Interacting with our design platform to customize the experience for our customers

Active renewal preparedness & protection

Other Customer Success Responsibilities

Owning customer communications

Driving user and usage growth

Providing training to new users to ensure they can extract value from the platform

Becoming an expert in the Hublsoft standard offerings and translate that into the customer engagement grounded in integrity

Fuelling the development roadmap, interfacing with internal technical teams to ensure customer feedback, bugs & feature requests are delivered to enable user value

Optimising existing processes within the company and actively enhance all Customer Success initiative

Key Skills & Experience

2+ years of experience in a Customer Success position

Experience promoting value through customer experience

Exceptional ability to communicate and foster positive business relationships

The ability to learn, use and train the Hublsoft application from a user perspective

Accountability and personal organisation are essential

Ability to establish milestones and keep multiple customer accounts on track

Experience analysing and optimising the existing processes in the Customer Success department

Deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Strong communication skills, able to explain your work to people who don’t understand the technical detail

Technical skills, the ability to develop in depth knowledge of the Hublsoft application from a user perspective

Competencies & Behaviours

Customer-centric – all about results and value for the customer. Your activity is focused on improving the user experience, turning customers into loyal fans

Tenacity – ability to turn challenges into opportunities, not giving up in the face of adversity

Accountability – ownership throughout the customer lifecycle, even if you’re not responsible for individual parts or deliverables, and delivering outcomes that made a real customer impact

Quality – ensuring uncompromising quality in everything you deliver. Good planning and organisational skills, with a key attention to detail

Collaborative – Able to work under their own initiative as well as part of a small team, actively promoting a positive and collaborative work culture

Energetic and enthusiastic about the work and product

Able to identify personal knowledge gaps and learning and development paths, along with proposed courses/materials and training sources

About the Company

Company: hublsoft Ltd –

Company Location:  London

Estimated Salary:

About hublsoft Ltd -