Flexible hours

More than 2 days at home per week

Employment type
Full time
Competitive Salary

Hello, we’re ScreenCloud.

Founded in 2015 and with 8500+ customers around the globe, ScreenCloud is a scaling cloud-based SaaS company, employing over 100 people across our hubs in Bangkok, Belfast, LA and London.

At ScreenCloud we’re hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems we enable the sales, productivity & engagement that keep our customers’ businesses thriving.

We’re very proud of our product and we’re also incredibly proud of our people. It’s our ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go.

You’ll love working at ScreenCloud if you value transparency (join our monthly All Hands for business updates) flexibility (we’re one of Flexa’s Top Ten most flexible companies to work for) internationality (time zones don’t phase us) and integrity (join us, and you’ll also join our company-wide Share in Success scheme.)

We’re intentionally social. We think that spending time together is important… We think it’s so important that we arrange an annual company retreat, and we call it ScreenCloud Together! Each international hub regularly hosts visits from our teammates in other hubs. We balance regularly working from home with bright, well-designed office spaces - where we can see our own screens at play.

The Role:

We are looking for a candidate with Customer Success experience, preferably in SaaS, who can work closely with a large variety of clients. We ask that you’re confident, well organised, comfortable with technology, and you’ll collaborate with the team to make ScreenCloud a great experience for our customers.

The role provides an opportunity to help build and be a founding member of the Customer Success team, and you will learn very quickly the needs and challenges of our customers. You’ll be educating customers about parts of the product that they were never aware of, features in a higher pricing plan, or developments to come from our roadmap. You’ll also help identify and create processes for this new role and future hires.

Responsibilities

  • Delivery of QBRs to our customers to maintain communication and increase engagement
  • Delivery of our renewals process to retain revenue
  • Developing playbooks for delivering success
  • Delivery of upsell and cross sell opportunities
  • Effective handovers of opportunities internally for new Opportunities, Services and Projects
  • Develop and deliver appropriate customer engagement and retention strategies
  • Work closely with sales, marketing and support colleagues to deliver a first-class service and long-term customer success
  • Regularly Communicating with clients to understand their needs
  • Educating customers on product value during different stages of the customer journey
  • Collaborating with internal departments to facilitate client need fulfillment
  • Collecting and analyzing data to learn more about customer behavior
  • Maintaining updated knowledge of company products and services.
  • Resolving complaints and preventing additional issues by improving processes.
  • Organisation of client feedback
  • Generating accurate client reports and status updates
  • Network to identify new needs from our customers and potential business growth
  • Represent the voice of the customer to inform our product roadmap

Requirements

  • SaaS experience
  • Excellent written and oral communication skills
  • Experience in professional customer relationship management
  • Customer obsessed - a passion for understanding, driving, and improving customer adoption
  • Comfortable working with numbers, and reporting on metrics, as well as working with large sets of data
  • Computer fluency
  • The ability to take on lots of information - customers will have questions about support issues, billing queries, hardware questions, and roadmap (which itself is comprised of four departments) - so keeping on top of Slack, the daily flow of company comms, and reading the ScreenCloud intranet is key
  • Strong attention to detail - you’ll be dealing directly with the customer's billing setup, and making suggestions which directly impact our client’s businesses

Bonus Skills

  • Working knowledge of Salesforce
  • Experience working in a start-up or scaling business
ScreenCloud
Tech
Innovation
Customer-centric
View company profile

Flexible hours

More than 2 days at home per week