ABOUT MARVEL Marvel started as a rapid prototyping tool and, with our vision to democratise design, is gradually transitioning into an all-in-one design platform used by a millions of people from designers to project managers and developers in a range of industries and companies. We’re a fast growing start-up, currently at 43 team members. We have a relaxed, yet hardworking environment with an inclusive culture focussed on curiosity, empathy, learning, knowledge and accountability. We believe in owning and delivering what you work on, always making sure that you give the best experience for our customers and team. You will be given a lot of space to follow your intuition and work with your team to find the best solutions in order to help us develop a world class product. As both the product and industry rapidly evolve, we find ourselves at a very exciting juncture and, for those that want to be part of the journey, Marvel is a genuinely amazing place to work, with roles that are challenging, yet that offer potential for continuous learning and development. The Role Reporting into the Head of CX, the Customer Experience Manager (CXM) is responsible for managing our Strategic customers with the goal of ensuring they’re satisfied and successful in using Marvel and therefore continue to partner with us on a long term basis. Main Objectives;
- Retention – retain all customers (or 90%, depending on your OKR target) in your book of business
- Expansion – look for and orchestrate opportunities for expansion; contributing to overall company growth and revenue target
This breaks down into set activities / milestones at different stages through the customer’s journey; e.g.
- Initial account set-up and kick-off call
- On-boarding training and education to the team / main users
- Product roadmap and feedback sessions
- Close monitoring of customer health and adoption and crafting relevant responses
- Building and presenting 6 monthly Strategic Account Reviews (STAR)
- Securing renewal; raising invoices and updating internal reporting systems
There is also work around nurturing our Growth customers using more automated and ad-hoc techniques;
- Devising and running on-boarding / introductory webinars, as well as more advanced sessions later
- Analysing adoption and account usage to see if there are potential opportunities for expansion
- Creating and managing email campaigns
Whilst the above activities offer a framework, you’ll be given the freedom and autonomy to deliver an excellent customer experience within your own style. REQUIREMENTS You’ll be naturally passionate about design, technology and course Marvel! and that will come across in all you interactions. Meeting and chatting to customers will be the back-bone of your day to day life, so you’ll have strong communication skills, demonstrate deep empathy and enjoying developing solid relationships with all of your customers. A great CXM will have a solid understanding of their customer’s business, goals and workflow in order to articulate how Marvel can support in those goals and to be sure the customer fully realises the value of their investment (ROI) with Marvel. You’ll also act as the Voice of the Customer internally, whilst balancing that with the needs of Marvel (renewals and growth), so you’ll need super cross functional ability and forging strong relationships internally, with every other team from the devs, product, marketing, sales to support is essential if you’re to be successful. Essential Attributes A minimum of 1 years experience in a Customer Success role, extremely well organised, good juggling skills, resourceful and an effective problem solver, confident presenter, strong technical aptitude, commercially astute, great rapport builder with everyone, Sales Force knowledge, experience using customer success software, like hubspot, Gainsight, Sales Machine etc. Desirable Attributes Knowledge of the design process and methodology, a Marvel user, SAAS experience BENEFITS
- Competitive salary
- Private health
- 50% off gym membership
- 30 days holiday
- Cycle to work scheme
- Monthly team and company lunches