Job Introduction
About Tribepad:
At Tribepad, we put People first, product second, and profit third. Our fantastic team works with amazing clients like Greggs, Northumberland County Council, the Met Office, and DFS.
We're on a mission to make recruitment faster, fairer, and better for everyone.
We're thrilled to have won 'Best Enterprise ATS' at the 2024 IHR Supplier Awards and achieved ISO27001 accreditation.
What we can offer
A great salary (£32,000 to £35,000)
Home-based/Hybrid working.
We will set you up with what you need to allow you to work from home, in the office or both.
Matched pension contributions, up to 7.5% with the opportunity for you to pay in even more if you wish.
28 days’ holiday with Bank Holidays on top.
For 2024, Summer Half Day Friday's.
Westfield cash plan.
Parental leave policies.
Group Income Protection Insurance.
Training courses
A fabulous and supportive team
About the role:
We're on the lookout for a dynamic and experienced Customer Success Manager to join our team.
Your mission? To inspire our customers and help them achieve great results with our recruitment software.
You'll be a trusted expert for our customers, a key player in the Tribepad team, and someone who champions our People 1st agenda. If you love a challenge and want to have fun while making a difference, this role is for you!
Purpose of the job:
You will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction and success with our products/services. This role requires a proactive and empathetic approach to understanding customer needs and driving engagement to enhance customer loyalty and retention.
Key responsibilities:
Customer Success Strategies: Develop and implement strategies to keep our customers happy and loyal.
Customer Success Plans: Create and track detailed plans to ensure our customers achieve their goals.
Metrics & Reporting: Maintain metrics and reporting systems to track success and spot areas for improvement.
Customer Contact: Be the go-to person for your assigned customers, addressing their needs and solving any issues.
Monitor Engagement: Keep an eye on how customers use our products and find ways to enhance their experience.
Team Collaboration: Work with sales, product development, and support to ensure a seamless, customer-focused approach.
Regular Check-ins: Conduct check-ins and business reviews to assess customer needs and satisfaction.
Customer Advocate: Represent customer feedback within the company to influence product development and service enhancements.
Stay Current: Keep up with industry trends and best practices to continually improve our processes and offerings.
As part of this role, you will need to travel occasionally to Sheffield (our HQ) and various customer sites around the UK.
About you:
Whilst it is important that you feel a passion for tech, who you are and what you want to become are key. We want you to feel able to bring your whole self to work so you can contribute, sharing your thoughts and ideas freely.
We like to be honest with our candidates and explain that on some days the role may feel challenging. And that’s why when you join the Tribepad team you’ll find you have support from everyone in every role. As with challenge and stretch comes the opportunity to grow and become better and help our business grow.
These are main things we would like you to be able to bring to this role:
Experience: Extensive background in customer success or account management, ideally within tech or software sectors.
Processes: Proven experience in developing and maintaining customer success processes.
Metrics: Proven understanding of customer success metrics and KPIs.
Communication: Excellent communication and interpersonal skills.
Organisation: Ability to manage multiple priorities and projects in a fast-paced environment.
Tech-Savvy: Proficiency in CRM and customer success management software (e.g., Hubspot, PlanHat).
Motivated: Self-motivated and results-oriented with a passion for customer satisfaction and success.
The interview process
If you are lucky enough to be selected, we'll invite you for a face-to-face interview (the first of two). This is a chance to get to know each other and dive into more detailed questions. The final step, if successful, will be a meeting with our COO who will have a few more questions.
Diversity and Inclusion:
Tribepad is committed to treating each employee as a unique individual. We strive for diversity and equity, ensuring you always have a sense of purpose and belonging. If you need any support with the recruitment process, please contact our People Manager at Tribepad.