Remote Customer Success Executive

Job title: Customer Success Executive

Internal Job title: Customer App Designer

Department: Customer Success

Location: Canada or United States or Canada, Remote Working

Reporting into: Customer Success Team Lead

Working Arrangements: 9am - 6pm ET.

WHO ARE WE?

Fliplet is the fastest-growing company in the rapid app development technology sector. We’re a start-up on a mission to help anyone create mobile or web apps without having any coding skills. Used by over 60 leading law firms and professional service companies, our product is unrivalled in the marketplace and as a result, we are expanding, fast.

Fliplet combines the benefits of no-code tools with the feature customisation of open-source software. We are an app building platform with global clients. This is an amazing opportunity to join a business that is in the relatively early stages of growth, yet has already built a fantastic reputation in the industry. We have over 120,000 users of our technology every month in over 20 countries. Our largest clients are in the law industry, but our client base is continuing to grow and we’re looking for people to join us to be part of that journey.

WHO WE'RE LOOKING FOR

Fliplet is seeking a skilled and proactive Customer Success Executive, in a role we call internally "Customer App Designer - Level 2" to join our dynamic team. This role focuses on moderately complex deployments for single-app clients with growth expectations and customers with moderate app complexity. The ideal candidate will partner with App Consultants (Senior Customer Success Executives) on complex deployments with larger customers, ensuring seamless project delivery and exceptional customer satisfaction.

KEY RESPONSIBILITIES

Customer Delivery & Project Management:

• Manage multiple customer projects concurrently, ensuring on-time delivery and high-quality outcomes.
• Develop detailed project plans with clear timelines and deliverables.
• Identify trends and patterns in customer requirements and develop innovative solutions to address unique challenges.
• Escalate customer issues to appropriate internal teams for resolution, providing follow-up and feedback to customers.
• Maintain regular communication with customers to provide project updates and gather feedback.

Customer Onboarding:

• Assist customers in defining their goals and success metrics for the onboarding process, including key milestones, testing and usage targets.
• Establish a clear Onboarding Project Plan with timelines and milestones for new customers.
• Implement proactive measures to prevent potential issues, ensuring dependencies on the customer or internal team are accounted for in planning.

Customer Relationship Management:

• Serve as the customer's primary point of contact within Fliplet during deployment of projects, ensuring their concerns and feedback are communicated to internal teams.
• Work collaboratively with the customer using an App Project Plan to keep on track and manage risks.
• Develop and build on customer relationships, identifying opportunities to strengthen and broaden them.
• Identify and mitigate potential project risks, adjusting plans as needed to maintain customer satisfaction.

Product Knowledge:

• Communicate new product features to customers and provide guidance on how they can benefit from them, or app changes needed to utilise them.
• Demonstrate in-depth knowledge of product capabilities and provide tailored recommendations to meet customer needs.
• Support customers with basic web programming (HTML/CSS) to customize their apps.
• Advise customers on HTML and CSS techniques to enhance app functionality and appearance
• Create customised templates and code snippets for common use cases.

Technical Support & training:

• Ensure the scheduling and completion of training sessions for new customers, guiding them through Fliplet's initial setup and configuration.
• Organize customer training sessions to keep users informed about new features, updates, and industry trends
• Proactively offer suggestions and solutions to improve the customer's experience with Fliplet apps.
• Ensure customer issues and bugs are logged through the Support team.
• Provide demonstrations and training specific to new customer use cases on the platform's key features and functionalities.
• Critically assess the impact of training on customer outcomes and autonomy, suggesting changes or new training initiatives.

PERSONAL ATTRIBUTES & EXPERIENCE

Professional Experience:

• 2-3+ years professional experience in a similar role and/or company
• SaaS experience highly beneficial

Skills:

• Excellent project management and organisational skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple projects simultaneously.
• Problem-solving skills and a proactive approach to customer service.
• Familiarity with customer relationship management (CRM) tools like HubSpot.
• Ability to work collaboratively in a team environment.
• Strong understanding of web programming languages (HTML/CSS) is highly beneficial.

Attributes:

• Highly organised and able to work well under pressure
• Collaborative and open to feedback
• Achievement focussed - determination to meet high standards and exceed norms and expectations
• Strong communication and presentation skills - comfortable engaging with senior stakeholders, and able to think on your feet.
• An entrepreneurial attitude - you aren’t afraid to suggest new ideas and processes to make us better
• Creativity - ability to generate new ideas and to recognise and build upon the ideas of others

PERKS & BENEFITS

At Fliplet our team is our best asset. We are surrounded by smart and talented people who value hard work and who always want to improve. So we want to create the best environment we can to empower them. Some of the benefits that help us do this include:

• Competitive PTO allowance, rising with service, plus public holidays
• Equivalent of £500 annual budget for your professional development
• Equivalent of £1,000 annual budget towards your health and wellness
• Annual charity budget to support your fundraising activities
• A fast paced, start-up culture where your actions have a significant impact on the business.
• Ongoing training and development, and the chance to build a career in a growing company
• Great culture: A warm and friendly team, quarterly socials, regular team lunches, and company events, both in person and virtual

DIVERSITY

We work continuously to build a truly diverse and inclusive workforce and culture, and we welcome and encourage candidates from all aspects of diversity to apply for this role.

If what we’re doing here at Fliplet excites you and you recognise yourself in our values, then we would love to hear from you.

INTERVIEW PROCESS

• Screening call [20 mins]
• Initial task [From home]
• Video interview [30-45 mins]
• Technical Task [From home]
• Task playback interview & discussion [60 minutes] & Call with CEO [30 mins]