Customer Success Manager

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Job description

Zappi is the ad and innovation testing platform built by brands for brands.

When we set out to transform the world of market research in 2012, we wanted to build a platform that helped brands run consumer testing through all stages of advertising and innovation development. The result? A platform that gives users easy access to better research methodologies so our customers can test more, learn more, and ultimately make better decisions about the ads and innovation they take to market.

Now, we want to make the world of insights even better; to scale expertise and create the worlds most powerful enterprise research platform.

To have continued success, we need an environment that fosters constant learning and ambitious goals; a place of diverse opinions and experiences, where talented people can do their best work with very little in their way. We care deeply about people, the environment and our communities. So much so that we place the same level of importance on our impact on the world, as we do to turning a profit.

To realize our vision we are constantly in search of people who will bring a different perspective, who will challenge our thinking, create value for our customers and apply themselves passionately to our vision and culture. We look forward to meeting you.

You:

- prioritise your own learning

- take time to listen deeply before acting

- aren't afraid to address challenging issues directly, with compassion

- lead through inspiration not coercion and create space for others to lead

- are comfortable with radical transparency

- are comfortable being uncomfortable; change is constant at Zappi

- are humble and honest

We:

- listen carefully to each other and to our customers

- fundamentally trust each other

- leave our egos at the door

- aren't afraid to fail

- want to have a positive impact on the planet and our communities

At Zappi we take pride in helping some of the worlds most influential companies transform the way they approach insights. Were 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 behavior, 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 organization 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 maximize 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 Associates 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

4-6 years 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 organizations 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 - this is not a trap! We expect and encourage people to take plenty of leave.
* Work in a way that suits your lifestyle with flexible working and travel arrangements to/from work.
* Access to expert mental health resources and accredited therapists through Slack
* Company paid Life, AD&D, Short term & Long term disability
* Immediate access to Zappi's Health Insurance Plan (50% employee contribution)
* Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%