Description

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Goodlord is looking for a customer-centric and commercially astute recent graduate to join our industry leading Customer Success team.

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Our Customer Success team manages our valuable customer relationships, turning estate agents into Goodlord evangelists. They are responsible for helping new customers get to know our platform inside out, and consulting on their early platform use. Once customers are up and running, they make sure agencies maximise the value they're getting from Goodlord. The role is dynamic and varied and daily priorities can change rapidly dependent on customer requirements. To succeed in this role, you will need to think and operate at a strategic level whilst making pragmatic tactical decisions to support day-to-day customer interactions.

 

In this role, you’ll get to know our customers inside out, and ensure we’re always one step ahead of their needs. This is a fast-paced role where no two days are ever quite the same - on any given day, you’ll be troubleshooting user queries, taking care of customer escalations, working through customer renewals, managing advocacy campaigns and supporting the launch of new product features.

 

Responsibilities

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• Supporting our customers, who are changing the way they do business by using Goodlord’s products and services

• Working proactively on solving challenging external and internal issues to identify and implement creative solutions for our customers

• Immersing yourself in the company and building knowledge of our evolving product, ensuring feedback flows from Customer Success to the relevant business and product teams

• Working cross-functionally within the company to develop process and improve customer experience

• Collaborating with the sales and technology team members to design and implement new product features that reflect the voice of our customers

• Up-selling additional product features and longer contracts to existing clients

• Using data to measure the success of our training and customer satisfaction.

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Skills and experience

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• Previous experience of a role in commercial/customer success at a Saas business is ideal, though a quick learning graduate eager to fastrack their career in Customer Success is also a great fit.

• Impeccable interpersonal skills

• Experience demonstrating a flexible approach to problems whilst on the phone or with customers

• Analytical and quantitative skills; ability to determine examine quantitative and qualitative feedback and propose solutions

• Familiarity with Customer Success KPIs (including churn, MRR, ARR and NPS)

• Organised and can juggle working on multiple different projects at once

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Where hard work is rewarded.

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Learning and development budget

We offer Goodlordians £1000 per year to invest in their personal learning and development, to spend on anything from conferences to courses.

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Competitive salary

We pay all Goodlordians on or above the UK market average for all roles. We also offer performance-related pay, so how well you perform affects how much you take home each quarter.

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Unlimited holiday and flexible time off

We encourage Goodlordians to make use of our unlimited time off to enjoy the world, recharge and reboot. We also offer time off for volunteering and training, so you can give back to your community and pursue your passions.

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Gym benefit

We partner with Gympass to offer access to gyms and boutique studios across London at a reduced price for Goodlordians, so whether you're a yogi or a boxer, there's something for you.

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Wellbeing

Bi-weekly coaching with Sanctus to provide Goodlordians with a safe space to talk and support your mental health and personal development.

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Pension scheme

If you are ready to invest in your future, Goodlord will be right there with you through our Employer Pension Scheme.

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Maternity and paternity leave

We offer Goodlordians of all genders a generous three months of fully-paid time off to look after their new arrivals, and when you get back there'll be childcare vouchers to help get your little ones off to a great start.

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Cinema discounts

Purchase cinema tickets at up to 40% off box office prices at over 200 cinemas throughout the UK and Ireland.

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Amazing office

Mood-boosting music, team socials, open-plan space with 3 incredibly cute hypoallergenic office dogs.