Customer Success Executive
- £20,000 - £23,000 + 20% Bonus
- Customer Service, Sales, SEO & PPC
- Mid-Level, Junior-Level
- Contract Type
- Fixed Term
BrightLocal is a SaaS platform providing marketing analytics data for small-medium sized digital marketing agencies. We have over 3,000 active SEO customers who depend on Brightlocal for accurate data to help them optimize the performance of their local-business clients to deliver higher traffic & leads.
Launched in 2009 we have an established and respected brand in the industry and are known for our authoritative research & webinars as much as our specialist search-reporting platform.
We employ 120 people across 4 countries – UK, USA, Ukraine & Philippines. Brighton is our HQ and our global management and operational hub comprising of Marketing, Customer Success, Product & Project Management and Operations.
Last year we grew the company by 50%. We have ambitious growth targets for this year, and this role will be crucial to help us achieve our goals.
Please take a look at our Glassdoor profile to find out more about the type of business and employer we are: https://www.glassdoor.co.uk/Jobs/BrightLocal-Jobs-E2096468.htm
About the role:
We are looking for an experienced sales and service professional to join our Customer Success team and help deliver the next phase of growth and retention for BrightLocal.
You will take ownership of the delivery of our phone support strategy, including
Qualifying new leads and trialists
Onboarding new customers with welcome calls and running mini demos on the platform
Contacting contracted account customers
Contacting existing customers who have not been active on the platform recently to reengage them
Contacting canceled and cancellation request customers
Scheduling calls for the Enterprise Solutions team
Working to SLAs and KPIs and the one-touch approach when dealing with customers
Operationally assist in other projects day to day and provide varied support as and when needed to colleagues.
Suggest & implement improvements to processes under your control
You will work within the Customer Success Team, and work closely with the Business Development & Marketing Teams.
You will help to tackle churn, improve the onboarding experience and ensure customers are getting the most out of the platform as early as possible in their journey, and build strong relationships and deliver exceptional service to existing customers to ensure they get value from BrightLocal
Minimum 2 years working in a customer service/sales environment with front line customer support experience, via phone.
Excellent verbal and written communication skills
Great attention to detail
Good knowledge of cloud & business software (e.g. Gdocs, Excel, PowerPoint)
Used to working independently in a fast-paced environment
Time management skills and prioritization
Ability to confidently build rapport and trust on the phone
Ability to self manage and motivate
High level of technical experience with software
Previous experience in SEO / Digital Marketing customer services preferred but not essential
Experience using Zendesk / Intercom or similar CRM preferred but not essential
Experience working for a SAAS Platform preferred but not essential
You are positive, friendly and professional
You have excellent attention to detail and an analytical mind
You are a team player and able to build good relationships with colleagues
You are passionate about your work and strive to have a positive impact every day
You are happy to be the ‘expert’ and educate those around you
You are able to focus on the task at hand in a busy, fast-paced office
You are self-motivated & able to work autonomously on your tasks
You will be confident and skilled in rapport building and will be responsible for making, taking, arranging and scheduling sales and service-related calls with our customers.
This role is perfect for someone who is adaptable, flexible, keen to learn and can think on their feet.
Liaising with our colleagues in the Philippines, Kyiv & USA, your internal relationships are as important as external ones and you’ll need to be a team player and a great communicator to be successful in this role
Hours: 9.00 am - 5.30 pm During training (up to 2 months)
12.00 pm- 8.00 pm After training to cover US customer hours
We will provide excellent training at work and through external courses if you need them. We'll help you gain experience & training to turn your day to day work into a skill.
You will receive extensive training on SEO, marketing and the BrightLocal platform. You will use this knowledge to assist and advise customers, impressing them with your knowledge and educating them about the benefits of BrightLocal.
We offer 25 days annual holiday (plus bank holiday) and you get a day off for your birthday too.
The office is informal & casual. We expect people to work hard but also to enjoy their time at work. We have a constantly stocked drinks fridge and an extensive hot drink and snack options in the kitchen. A masseur comes in once a week to relieve those back pains. We love to celebrate your birthday and we also celebrate work anniversaries with reward gift cards.
The music is always on and we take time out every few weeks to do fun team activities. We have a break on a Friday afternoon for beer/wine/soft drinks.
We encourage work-life balance by enabling our employees to work abroad for up to 3 weeks a year – be it Lithuania, Pakistan or Bali…the world is there to be explored.