INTRO
If you are an amazing delivery centric Customer Success Manager, want to do great things with a fast-growing SaaS company, get well compensated and work at an amazing company with amazing people, then keep reading!
BACKGROUND
In 2015 Slicedbread launched an innovative technology application called Sharedo. Described as a work and case management product, the platform helps organisations define, execute, and manage work such as legal cases, exploration, project development, property management, help desk, ticketing systems and much more.
Since its introduction, we have successfully delivered Sharedo across many verticals – FTSE100 energy companies, media and telecoms companies, and most significantly we have enjoyed considerable success in the legal market, having now deployed sharedo into a number of the UK’s largest law firms.
In September 2018, we closed a round of series-A funding led by Sussex Place Ventures, the venture capital arm of the London Business School. Although the company has always been a profitable, self-funding company, this investment enabled us to accelerate our vision to make sharedo the de-facto work planning and management platform.
As a result, having maintained positive growth, and as we continue to grow rapidly, we are looking to expand our talented and experienced software engineering teams.
THE PEOPLE
Everyone says this, but the people at Sharedo truly are our biggest asset. Why?
Every individual in the team is unique, they have a diverse range of skills and specialisms, but the one thing they all have in common is a desire to learn. Our industry is constantly evolving and let’s face it, it’s impossible to be an “expert” in everything. Our people learn from each other daily, there’s a desire to not only share knowledge, but to absorb it too. Every day, we learn from each other – and not just in a top-down senior to junior fashion – an engineer with 25 years’ experience will regularly learn new things from someone with 2.
For that to flourish the culture needs to enable it, and culture isn’t a tag line dictated from on-high, designed to attract new hires, it’s what happens organically around the people involved. You won’t find elitist types, cargo culters, or anyone suffering from the Dunning Kruger effect – we firmly believe that no-one can possibly know everything, and that there’s no such thing as a silly question. We have standards, sure, we have opinions, true – but they are weakly held, and everyone is open to new thinking.
The team is made up of various levels of expertise and experience – we have some with 25+ years’ experience, some with 10, and a handful of relatively new entrants to the world of engineering. We have Microsoft MVPs, we have repo owners of some of the most popular .net open-source projects on GitHub, we have people that have built massive systems, small systems, real time systems, wizards who can tune SQL queries to bend its optimiser to their will, experts in clean coding practices, process geeks who can Kanban their way to the moon – anything you can imagine in the tech space, we’ve got it covered.
Aside from the tech and learning culture though – there’s a wild range of interests and outside specialisms. We’ve got cyclists, runners, skiers, snowboarders, video game players, movie fans, musicians, D&D players, Rubik’s cubers, podcasters, streamers, and even a resident PhD in astrophysics.
WHATS THE ROLE
We are looking for an outstanding and organised communicator who can act as the pivotable point for our customers into the Sharedo world. You will be someone who can get passionate and excited about our product and the positive impact it can have for our clients. Your going to need to understand our product to a level of detail that conveys wisdom and knowledge to our clients, this means you are going to need to have an interest in technology and understand how it can be leveraged. You will need to have a genuine curiosity and interest in how our clients businesses operate and how the markets they work in operate. We would expect you to be reading and keeping up to date with the latest and greatest in this area. You will have the personal skills to build up a trusted personal relationship with the client at all levels of their organisation, You will understand the goals and needs of the client at a macro and micro level and provide the guidance and access to Sharedo resources to achieve them. Where you spot gaps in Sharedo knowledge and training you will address those gaps either by producing material or ensuring that the appropriate gaps are filled. You wlll feed into and actively contribute to the ongoing improved customer journey for our customers, identifying and resolving gaps in the process.
Whilst we are passionate and enthusiastic, we also need to be methodical, structured, and organised internally you will be responsible for co-ordinating the end-to-end customer experience for our customers. You will need to ensure that customer details and all interactions are logged in our account management tool. You will need to ensure that project teams, sales and other areas of the business are also logging and keeping track of their interactions. You will be the person that tracks actions and promises to customers to make sure that they are dealt with in a timely manner. You will always be one step ahead of the customer, you will actively monitor their use of the system and use this information to identify churn risk or to help them improve their existing processes.
You will coordinate and work with the professional services, service desk and product teams to service the clients need and to schedule and manage regular infrastructure and product usage reviews. You will know when to escalate issues to the CCO and to escalate and identify any potential churn in customers. Equally you will be able to use your relationships and client knowledge to identify and nurture expansion opportunities within the customer. You will be an evangelist for the voice of the customer within our organisation
RESPOSIBILITIES
Perceptive, proactive and knowledge driven guidance: Our CSMs should impress our clients with their knowledge of the product, the industry and the client business. From the start of the customers journey they should feel both heard and understood. Our CSMS need to be credible advisors and need to work hard to ensure they have synergy with the client needs.
Onboarding and Implementation: Our CSMs will assist customers in getting started with the software. They provide guidance, training sessions, and resources to ensure a smooth onboarding process, helping clients understand how to use the platform effectively. They will work alongside the professional services team to use the onboarding period as a way to build up a long lasting relationship with the customer.
Relationship Building: They CSM will need to establish a long standing relationship with the customer, acting as a primary point of contact. The CSM should be a trusted voice and where there may be challenges with an implementation the CSM should be the person the customer escalates to or confides in. The CSM needs to understand the clients’ business needs at a macro and micro level, they should actively research developments in the client or the clients business area to ensure that the goals and needs of the customer are not just met but exceeded.
Proactive Support: Our CSMs are proactive in addressing customer needs. They regularly check in with customers at all levels and are comfortable picking up the phone to check in with a client. They use their experience to identify and help the professional services or service desk teams to deliver a better customer experience. The proactively offer help, best practice and education opportunities to the clients and look for areas where the software could be used to greater effect.
Issue prediction and resolution The CSM is constantly evaluating the client for risk and pre-emptively addressing those risks before they become an issue. The CSM should identify potential risk and collaborate and track internally to put measures in places to address the potential problem.
Customer Advocacy: CSMs advocate for customers within the company, conveying feedback, feature requests, and concerns to the appropriate areas. They ensure that the customer’s voice is heard and considered in professional services, service desk, product development and improvements.
Renewals and Expansion: CSMs work to ensure customer satisfaction and successful outcomes, thereby increasing the likelihood of contract renewals. They also identify opportunities for upselling or expanding the usage of the software based on the client’s evolving needs.
Data Analysis and Reporting: Our CSMS track and analyze client usage data, identifying patterns and trends. This analysis helps them understand client behavior, anticipate needs, and provide data-driven recommendations for optimizing usage.
Educational Resources: CSMs often develop educational materials such as guides, webinars, or workshops to help clients deepen their understanding of the software’s capabilities and functionalities.
WHO ARE YOU?
Must Have
- Transparent passion and enthusiasm for their work
- Excellent written and verbal communication skills
- Excellent ability to build up and manage relationships with stakeholders at all levels.
- Capability to identify customer needs at a macro and micro level
- Proactive problem solver with a customer centric mindset
- Technical aptitude and ability to quickly learn and understand complex software solutions
- A self-starter who pays attention to detail and has a passion for continuous learning – never afraid to ask questions and always happy to answer them
- A critical thinker with a client-centric, consultative approach.
- Ability to methodically manage customer interactions and actions in a structured and organised manner
- Gravitas and ability to absorb knowledge that will make their voice heard and valued both internally and externally
- Experience in implementing processes and procedures.
Should have
- Proven experience in pre-sales, post-sales, consultancy, or similar customer-facing roles in a SaaS environment
- Experience in the legal or insurance sector
- Experience working in case management
THE BENEFITS
- Flexible hours and remote work (though we like to get together from time to time!)
- 25 days holiday + bank holidays
- Private Healthcare (BUPA)
- Pension scheme (Aegon)
- Life Insurance & Critical Illness cover
- Your choice of IT equipment to work from home effectively
- Professional development and growth options
THE HIRING PROCESS
- You get sent this job ad, you read it and can’t wait to apply.
- We invite you to a Teams call with one of our Professional Services team who will run through
- the basics with you.
- We invite you back for a more detailed interview (usually with the CCO) and introduce you to
- the founders.
- We make you an offer.
- You accept.
- You tell everyone how great your new job is.
- Your friends come and join you and you earn a sweet referral bonus.
WORK STYLE
You would be based at our offices in lovely Alderley Edge in Cheshire, but we offer a flexible working policy. Flex the times you start/finish as needed, work from the office or at home – whatever suits you. The only caveat is that we would love to meet up face-to-face every now and then – if only just to say “hi” in-person and break bread together.
What are you waiting for? Apply already.
If you’ve gotten this far and are still thinking “this is me!” then please drop us a line – Sharedo is the kind of place that amazing people like you deserve to work!