Customer Success Manager

Grip


1 month ago

12/04/2019 10:22:00

Job type: Full-time

Hiring from: US only

Category: Customer Support


🚀 Who are we?

Grip is the world’s leading AI-powered event networking solution based in London, UK. We empower professionals with quality business interactions at events across the globe.

At its core, our proprietary technology drives intelligent recommendations through Grip’s self-learning matchmaking engine. As a multi-award-winning global leader in AI-powered tech, we pride ourselves in being real innovators in professional matchmaking.

We work with the biggest and most exciting event organizers in the world, such as UBM, ITE, Reed Exhibitions, Amazon, ING Bank, The Guardian and many others. We operate in 30+ countries, AI-power 500+ events and hold several awards for our technology.

Our backers are well-known investor heavyweights, such as Brent Hoberman (CEO and Founder at Lastminute.com, Made.com, Founders Factory), Arnaud Massenet (Co-Founder at Net-a-Porter) and David Helgason (Founder at Unity Technologies).

To achieve our business goals and accelerate our adoption in the United States, we are looking for a Customer Success Manager to join our launch team (You and Director of Sales) in the US.

🚀 About the position:

Working as the first US-Based Customer Success Manager at Grip will mean that you're responsible for providing our North American - clients (event organisers) with an excellent customer experience while delivering an outstanding implementation of the Grip Event Networking Solution at their event.

This means regular meetings to train clients on our platform, providing them with regular status updates as well as sharing best practices to maximise success. Furthermore, you will occasionally travel and attend events to provide onsite support and representing the Grip brand.

We're building a remote team in the United States, but our strong preference is for candidates on the East Coast for greater overlap with London, UK.

🚀 Core Responsibilities:

  • Work with the wider Project Delivery team on assigned clients to ensure successful event delivery. Monitoring of delivery plans, status reporting of progress and escalation to the manager and/or team when necessary.

  • Follow up with customers when necessary to ensure am outstanding customer experience is provided resulting in up-sell and cross-sell opportunities as well as an excellent renewal rate.

  • Develop and maintain effective customer relationships at mid-level management to grow accounts and feed potential leads back to the sales team.

  • Maintain a full understanding of the Grip products to ensure top quality assistance for our clients.

  • Represent the brand. As the voice of Grip, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience.

  • Supporting the client with understanding their requirements, collecting data, delivering analysis and problem resolution.

  • Things move pretty fast at Grip so, although your role will be focussed on keeping our clients happy, it's likely you'll end up wearing quite a few hats and gaining experience across a variety responsibilities.

🚀Experience and Skills

  • Ambitious, adept at managing multiple tasks simultaneously, well-organised and dependable. Can be relied on to uphold responsibilities assigned.

  • Relevant work experience in a technology environment, with a history of successfully managing stakeholders in a business environment.

  • Attention to detail, with the ability to understand concepts and situations within the customer success cycle to guarantee its success.

  • Precise written and verbal communication skills in English, with great interpersonal skills.

  • Strong cross-team/group/organisation collaboration skills. Liaising at all levels of management, both internally and externally.

  • Experience in handling customer complaints/customer care and working with internal teams to resolve issues.

🚀 Grip Benefits

  • Opportunity to take lead in shaping an entire industry through AI.

  • Competitive bonus on up-selling, renewal rate and opportunities generated through Inside Sales.

  • A world-class team of sales, operations and engineering.

  • Travel to world-class events with all expenses paid.

  • Bi-monthly outside work activities.

  • Kind, fun and ambitious company culture.

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