Director of Customer Success - London
Echobox
London, United Kingdom, United Kingdom of Great Britain and Northern Ireland
6d ago

About Echobox :

We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day.

Using novel machine learning techniques, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible.

Leading names from around the world rely on our product every day, including The Times, Le Monde, The Guardian, Vogue and many more.

Our team is our best asset. We work with extremely smart and talented individuals, who all enjoy a high degree of responsibility and independence in structuring their work.

Do you think you have what it takes to be part of Echobox? We'd love to hear from you.

About the Role :

You will work closely with our customers to understand their business goals and challenges and translate that into people, product and process strategies.

Key Responsibilities :

Empower customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption rates

Lead the Customer Success function by training, engaging and developing your team

Build and implement processes to maintain low response times, high customer satisfactions and minimise churn

Monitor customers’ KPIs to drive the usage of our products

Communicate customers’ needs to the Product team and help shape our product roadmap

Serve as an advocate for the platform and technology while collaborating with internal and external stakeholders to deliver a fantastic solution offering

Own overall success of customers, including onboarding, configuration, product adoption, retention and growth.

Requirements :

Degree from a top-tier university

A customer-focused mindset, putting customer experience first in every action you take

Track record of using data and reporting to guide decision making

The ability to translate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people

Exceptional account management and customer service skills backed up with excellent written and verbal communication skills

A natural problem solver who is able to dissect an issue and develop a plan to address this

Fluent written and spoken English

Preferred Skills :

Experience working in a fast-paced B2B SaaS organisation

Additional language skills (e.g. French, German)

Excellent organisational, analytical and influencing skills, with proven ability to take initiative and build strong, productive relationships

An interest in artificial intelligence and the future of the publishing industry

Experience leading, coaching, and empowering your team to do their best work

Benefits :

Our employees enjoy free breakfast every day, coffee, drinks and snacks all day, everyday. Every Wednesday, we order food for our weekly team lunches where everyone gets together for an hour of fun.

We have monthly team events (dinner, bowling, karting, poker nights, board-games etc.) for our team to get to know each other outside of work.

Professionally, we host in-house conferences and an annual summer camp for all our global employees who are flown to and hosted in London.

We ensure that all our employees also get pension contributions, the latest tech, generous annual leave and an amazing office with a balcony overlooking Notting Hill.

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