Customer Success Executive

 

The company:

Market leading, fast-growing, exciting, solution driven, creative, dynamic, fun-loving - welcome to Fixflo! Since launching in 2013, phenomenal growth has resulted in Fixflo becoming the leader in its field. We are a SaaS platform that is fixing repairs and maintenance management for property professionals across 14 time zones. Our company’s industry reputation is exemplary and we have over 40 integration partners in the Proptech space.

Our business plan is simple: we want every repair in the world to be reported through a Fixflo system. We are currently used in over 1,000,000 homes across the UK with further expansion into new UK markets planned.

Fixflo is a young, dynamic and agile company with bags of personality, where standing out is fitting in. From our Canine Executive to our Heads of Fun, fruit (and biscuit) filled kitchens and a spinning prize wheel - these are just a few of the ingredients that go into making Fixflo what it is!

The role:

Our Customer Success team started just over 3 years ago, and we are now in an exciting phase where we are scaling our processes, tech and team and slowly but surely moving to a more mature and sophisticated Customer Success model. (Good things take time right!)

We have over 1500+ B2B customers (growing consistently every month) and a relatively complex product (new releases every two weeks) so to put things frankly, there is a lot to do!

This role is going to be focused on owning, managing and building out our 1:many/tech touch model to ensure our SMB customers have a great experience during their Fixflo onboarding experience and that they consistently get value out of Fixflo in the long term. We want to ensure that all customers are empowered with everything they need to be successful with Fixflo but equally ensure we are using scalable techniques to do this.

In this role, you will work closely with our Sales, Product & Development and Marketing teams, to ensure that we are building a great customer-focused product and providing aligned experiences throughout our customer lifecycle. You will, of course, work very closely with our amazing Customer Success & Support team - there are 7 of us at the moment!

Ultimately, you will be supporting the adoption, retention and growth of our customer base and you will report to our Head of Customer Success.

 

What the role is all about:
  • Onboarding - own this experience and any onboarding tasks and processes required to get SMB clients up and running with Fixflo. The aim is for this to be as self-service as possible. This will include heavy use of our customer success software and will require assisting customers with importing their data into Fixflo. How can we make our customers' onboarding experience better? Come up with ideas and execute them - we are open to your suggestions.
  • Customer Health - monitor the health of our SMBs via our customer success platform and available metrics, report on this, automate check-ins, carry out actions as necessary
  • Adoption - Increase the adoption of Fixflo amongst existing SMB customers and implement new processes to improve adoption rates moving forward
  • Feedback/Advocacy - we don’t get our customers to shout about us enough (and lots of them do love us!). Help to get more feedback / build out an SMB advocacy campaign
  • Processes - improve our playbooks + content, email templates & campaigns, ensure customer records are up to date and data is tidy
  • Be a product expert - know all our products inside out! Be a customer advocate and work directly with our product team to help improve Fixflo (feature requests, improvements, bugs) and the way we work internally
  • Perform consistently and successfully across KPIs, metrics and objectives

 

Key Responsibilities:

  • Own the on-boarding of SMB customers and support their adoption of Fixflo
  • Minimise client cancellations through proactive customer health management
  • Advocate customer needs/issues cross-departmentally
  • Convert customers into advocates
  • Deliver efficiencies through the streamlining and scaling of processes

 

You would make a great fit if:

  • You’re a passionate people person and like engaging with customers
  • You’re driven and self motivated - you want to excel at what you do!
  • You thrive in a multitasking environment and can organise your time efficiently
  • You believe in understanding a customer’s pain, building value and solving problems
  • You are a team player who works and engages with others to achieve results
  • You are a strategic thinker and like to offer new ideas/solutions to improve things

 

Essential Skills and Experience

  • 1+ years of relevant experience in a customer facing role
  • Previous experience in Customer Success, Customer Support or a project delivery role = brownie points but not required.
  • Experience working in a SaaS/software company before = brownie points but not required.
  • Tech savviness is key

 

Ultimately, if you care about people (team & customers), are super organised/can prioritise effectively, have a proactive, upbeat ‘let’s get sh*t done’ attitude (and can follow through) and are a friendly, team player - we would love to hear from you!

 

What's it like working at Fixflo?

  • We're a fun team of friendly, supportive and interesting people who work hard because we love what we do, but we also enjoy a good laugh and have great banter (if we don’t say so ourselves!)
  • Our team have regular breakfast dates, lunches and quarterly nights out
  • Your ideas really do count and will make a visible contribution to our growing company
  • Commitment to personal development - we want to help you grow!
  • We are dog friendly - expect to see Dali our Junior Canine Executive who is in on Mondays and Wednesdays.

 

And what about benefits?

Other than working for an exciting growing company in London, we also offer:

  • Competitive base salary
  • The opportunity to have input into the accelerating growth of the company and to work directly with the executive team
  • Gym pass
  • Health insurance
  • Flexible working
  • First Thursday of the month drinks, Friday drinks and lots of socials (think Graffiti workshops, cooking classes, boat/karaoke parties, Halloween quizzes)
  • A fun work environment with great people

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

How do I apply?

Submit your CV and cover letter (p.s please tell us why you want to work for us!)

Please have a look at our privacy notice for job applicants.