Customer Success Manager, Deskpro

Salary not provided

+ Uncapped commission + Share options

Junior and Mid level

Austin

2-3 days a week in office (Downtown Austin)

Software that helps organisations provide better customer support

Job no longer available

Software that helps organisations provide better customer support

21-100 employees

B2BInternal toolsCustomer serviceSaaSSales

Job no longer available

Salary not provided

+ Uncapped commission + Share options

Junior and Mid level

Austin

2-3 days a week in office (Downtown Austin)

21-100 employees

B2BInternal toolsCustomer serviceSaaSSales

Company mission

To help businesses and organisations provide better customer support across every communication channel. By gathering all customer support channels on one simple, yet flexible platform, they allow organisations to super-charge their customer support.

Job

Company

Role

Who you are

You will have had at least 2+ years experience managing and growing a portfolio in a sales or commercial account manager role, ideally in a B2B software company
Have great commercial awareness and ability to build trust quickly with customers
Able to create and spot revenue growth opportunities within a diverse customer-base
Be fantastic at communicating over the phone, email and other channels
Be a curious and creative problem solver, able to collaborate with our Sales and Support teams to solve customer issues
Be excited to work in a fast paced environment, with an ability to pivot and execute on projects quickly
Be confident self-managing your own priority list as well as making data-driven decisions

What the job involves

You will be responsible for growing accounts, expanding teams and upselling plans to our SME & Mid-market customer base
Our software is used by companies and organisations such as Microsoft, Apple, Panasonic, Team USA, P&G, AON, Airbus, Brown University and more
We are looking for someone with 2+ years previous experience in a sales or commercial account managers role ideally at a B2B software company, and wants a new challenge at a profitable and growing software startup
You will be working as part of our inside-Sales team, focussed on growing customer revenue via expanding accounts, cross-selling to new teams and upselling to higher-tier plans
You will be provided with a portfolio of SME to Mid-market customers, as your pipeline that you will be responsible for growing
Directly reporting to Hannah, our Commercial Director, working closely with the larger sales team and direct contact with the CEO
Speaking to customers across phone, email and other channels
Implementing new processes and upselling new revenue streams, such as Client Services, certification
Collaborating with our product marketing team to help make upselling an easy decision for our customers
Working closely with customer support team to hand-over any issues customers may be facing, ensuring things are resolved quickly and feedback goes to product team
Identifying customers who may be a churn risk and alerting our Customer Success team

Our take

Deskpro offers a single, easy-to-use interface for managing all customer support interactions across email, live chat, phone, and social media. This allows companies to easily interact with customers and create an efficient support experience. It automates simple, mundane, and time-intensive customer support processes - creating more engaged and productive staff. Its simplicity means extra technical knowledge or training is not required.

It has worked with market leaders across a range of sectors, from Microsoft, Panasonic, and Sony to the NHS and HMRC.

It is expanding to allow easy customer interaction on Facebook, Twitter & WhatsApp. User contributions on social media pages become actionable tickets, which companies can respond to from the helpdesk. This allows Deskpro to take advantage of the increasingly large social media presence of companies, as well as provide access to the consumer on regularly used, trusted, and convenient sites.

Freddie

Company Specialist at Welcome to the Jungle

Insights

28% female employees

23% employee growth in 12 months

Glassdoor (4.3)

Company

Funding (1 round)

Jun 2024

$25m

SERIES A

Total funding: $25m

Company benefits

Cycle to work scheme (no £1,000 limit)
Enhanced maternity & paternity leave
25 days of annual leave + bank holidays, increasing with each year of service.
We have your health covered; private health insurance with Bupa, a medical cash-back scheme with Medicash, and mental health & well-being support services
Team fun - quarterly team socials and regular events, from crystal maze experiences and cocktail making classes, to go karting and escape rooms!
Reduced Gym Membership
Free Phone SIM (unlimited calls, data etc)
Lunch at the office every Thursday
Flexible working hours

Company HQ

Wimbledon, London, UK

Leadership

Chris Padfield

(CEO)

Chris built Deskpro whilst studying PPE at Oxford, and went on to grow Deskpro into one of Europe's fastest-growing tech companies.

Christopher Nadeau

(CTO)

Chris grew up in a sleepy town in Canada and emigrated to the UK to help establish Deskpro's London HQ. They lead the software engineering side of the business.

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