Customer Success Executive, trumpet

• At least one year’s customer success/service experience
• Ability to identify customer needs and provide relationship management
• Ability to multi-task across multiple projects with internal and external partners
• Superb interpersonal skills, including the ability to quickly build rapport with customers
• Comfortable presenting to different levels of seniority, in-person, online, and via webinar
• Proactive interest to increase customer satisfaction and deepening customer relationships
• Thrive in a fast-paced startup environment, being able to context switch and a willingness to get involved in tasks outside of your day to day to ensure that trumpet can succeed
• Bonus points for:

Desirable

• Be the central point of contact for our customers at trumpet, working with customers via email, chat, video call and in person meetings - educating, enabling and supporting their use of our game-changing product in the sales world
• Manage customers from onboarding all the way through to renewal
• Identify and analyse new areas of expansion (upsell / growth) in your accounts
• Act as a trusted advisor to customers offering proactive and prescriptive advice, practical solutions and Sales/CS industry best practices / insights
• Use a customer outcome driven strategy to ensure successful on-boarding, adoption, retention, renewal and expansion of your customer accounts
• Track and drive higher trumpet adoption including G2 reviews and NPS scores
• Support the building of our knowledge bases (with written and video tutorials)
• Field customer queries through email and online chat (Intercom)
• Liaise with our product team acting as the voice of customers to provider customer insights that allow us to discover new opportunities and prioritise features
• Have a deep understanding of our customer behaviour to report back on trends, patterns and opportunities
• Attend relevant events and support the business in person as well as occasional in-person customer meetings
• Stay up-to-date with new Products in the CS space, and Sales/CS trends

• An initial phone screen (20 minutes) focused primarily on your approach to work, career goals and your questions about trumpet
• Paid Task - 1-2 hours take home task which will focus on your interpersonal skills and confidence in presenting
• Final Interview (30mins), focused on why you’re interested in trumpet and your questions about the vision whilst aligning on what success looks like in the role