Customer Success Manager at Rotageek

Remote-first

Fully flexible hours

Dog friendly

Employment type
Full time

The Company

At Rotageek we help businesses perfectly predict and meet demand by using data-driven tech to effectively and fairly schedule staff. We use algorithms and machine learning to identify patterns that would otherwise go unnoticed - providing best-in-class business forecasting and workforce management.

We help nationally recognised brands as well as small to medium-sized enterprises to move from current WFM solutions or paper and excel based rotas to intelligent and interactive schedules and in turn, are able to demonstrate not only reduced admin time and costs but increased footfall conversion, increased transaction value and increased customer NPS. Furthermore, we help our customers’ employees gain more ownership over their hours - improving their work-life balance – and reducing staff churn.

Rotageek is a fast-growing B2B SaaS company currently focused on the retail and healthcare verticals within the UK.

The role

You are responsible for ensuring that existing, new, and prospective customers get the best experience possible from Rotageek, promoting retention and loyalty. By engaging positively with customers at all stages of the lifecycle, you ensure that their needs are anticipated and understood, and work with them to achieve these needs within Rotageek.

While you will be responsible for specific named customers and projects, the customer success team take a collaborative approach to understand and support each other’s customers as required in times of absence, or if your technical knowledge puts you in a better position to help.

As a member of a growing company, you will likely become the team expert in a particular area of Rotageek development or functionality, and you will be responsible for helping others throughout the team to support other customers in this area, including Support and Training.

Responsibilities

  • You develop a strong knowledge of Rotageek’s products and services, keeping up to date with new features and releases.

  • You form productive and positive relationships with key customer stakeholders of both new and existing accounts and are a trusted point of contact for any issues that arise at any stage, dealing quickly and professionally with any questions, requests, or problems.

  • You build the Rotageek solution for new customers, engaging early and positively to identify the business problem they want to solve, anticipating their needs and ensuring that they receive the right service set-up that works for them.

  • You successfully onboard new customers, working closely with the customer project team to be sure that Rotageek users are set up in the right way, receive great training, and see and achieve the benefits of Rotageek as soon as possible, including offboarding from other systems if required.

  • You work with Sales teams to create the Project Initiation Document and Project Plan for any new customers, trials,

    or existing customer projects, maintaining this as the project progresses and demonstrating progress to the plan with the customer. At onboarding, rollout, or when circumstances change, you write and own the Customer Success Plan which serves as a reference point for Business Review Meetings, evidencing what has gone well, and how customers can get more value out of the Rotageek, Health Check KPIs and feature usage.

  • You will likely become the team expert in a particular area of Rotageek development or functionality, working closely with Product to provide customer insight, opinion, and feedback, and with Sales, to advise on how best to meet a prospect’s needs in this area.

  • You will advise and guide anyone else in the team or company if they need to understand better an area you know well and ensure that the Support and Training team are knowledgeable enough to help customers in this area.

  • When customers raise issues or bugs with the platform that the First-line Support team can’t help with, you investigate the root cause of the issue to either resolve it or pass it to the technical team. This involves reproducing the issue and using SSMS to investigate the Database.

  • When your customer needs or requests work from the technical team, you gather information and turn this into clear ‘problem – value – acceptance criteria’ user stories. Where the issue is a high priority one, you escalate as required according to the Rotageek process. Throughout, you liaise with the customer to keep them updated on progress and likely timescales.

  • As required, you perform analysis on a customer’s use, or potential use, of Rotageek, to demonstrate the quantifiable benefit achieved or possible.

  • You deal comfortably with prioritising customer needs alongside managing different project stages.

Requirements

  • 2 years+ experience in at least one of (in order of preference): Workforce management; HR tech SAAS implementation; or SAAS implementation

  • Project Management experience.

  • Confident with technology, and technical conversations.

  • Demonstrate empathy and understanding of customer needs, requirements, and complaints if they arise, with a genuine desire to solve their problems.

  • Analytical approach to resolving complex customer queries.

  • Self-motivated to get the work done in a timely and professional manner to deadlines.

  • Demonstrate strong communication skills in a variety of settings including with customers and executive teams.

  • Anticipating customer needs, negotiate and take a balanced view in solving problems.

  • Able to train individuals and teams either in person or remotely, in an engaging and informative manner, accommodating different levels of technical ability.

  • High standard of Microsoft Office, especially Excel.

  • Able & willing to commute to London at least once a week for team meetings.

Ideal:

  • Experience running workforce management and/or SAAS implementations.

  • Experience designing & running training for user groups with varying levels of technical ability.

  • Working knowledge of SQL to write and execute queries.

Apply now

Remote-first - With Co-Working Space

A little flex time

Dog friendly