Customer Success Manager

Job: Customer Success Manager (UK)

Salary: £24 - £30k basic + Quarterly Bonus & Uncapped Commission Structure

Location: Manchester (United Kingdom) - Hybrid (2 days per week in office - Office located in Ancoats)

Hours: 40 hours per week

Due to growth, Giraffe360 is looking for a Customer Success Manager (English speaking) to join us in Manchester. As a Customer Success Manager, you will work collaboratively with our support and product team to manage our customer’s game-changing subscription product for real estate companies to streamline professional-quality photography and high-accuracy floor plan creation. This is a fantastic opportunity to develop a career with a forward-thinking, innovative, and rapidly growing business that can offer you unparalleled potential for both personal and professional growth. You will receive substantial training and guidance that will enable you to take control of your career and be a part of something special.

Responsibilities

• Manage the onboarding process for new customers/accounts.
• Respond in a timely manner to customer queries via telephone and email.
• Provide customers with guidance and training on how to best use our product.
• Communicate with customers regarding delivery updates, subscription information, and renewals.
• Expand customer accounts via upsell opportunities by identifying customer needs and introducing additional features, services, or upgrades that enhance the customer’s experience.
• Track customer interactions and feedback to continually improve processes.
• Focus on customer/client retention.
• Handle any cancellation requests from customers.
• Keep in regular contact with customers/clients to gain an understanding of their general happiness with our service.
• When required, take on new projects from our leadership team.
• Undertake other ad hoc tasks as required.

Person Specification

For us, culture is everything. We want you to fundamentally be a nice person with a work ethic that matches ours. You will not be micromanaged. If we hire you, it’s because we trust you.

Below are some of the key skills/experiences we are looking for:

• Previous experience gained from a sales, account management, or customer service-focused role.
• Proven experience in successfully identifying and executing upsell opportunities, helping to increase customer lifetime value and engagement.
• The ability to manage customers’ expectations effectively.
• Be comfortable picking up the phone and talking with customers.
• Be able to build lasting relationships with clients/customers.
• Be reliable. When you say you are going to do something, do it!
• The ability to be agile in your working.
• Excellent written and oral communication skills.
• Strong attention to detail and the ability to establish priorities, schedule, and meet deadlines.
• Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
• Good problem and conflict resolution skills.

About the Company

Giraffe360 is a unique breakthrough camera technology designed to create beautiful real estate listing content. Our device is a mix of high-accuracy Lidar laser and SLR photo camera to provide various content for showcasing properties, packaged in an extremely simple, push-of-the-button design.

Giraffe360 has been selected as one of the top 100 Property Technology solutions in Europe. We service real estate agencies in 30 countries across the world and have raised more than £20M in venture funding. The company employs more than 300 people across 4 physical locations