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Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.
The Product
Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.
About the role
We’re looking for a Customer Success Executive to join a growing global brand with opportunities for personal and professional development. You’ll be organised and driven and must have a fantastic customer focused approach. This is a non-targeted, non-commissioned role.
You will be providing pro-active strategic support and advice, for non-revenue generating customer work. You’ll be helping our customers get maximum benefit from our platform, leading feature adoption and building customer advocacy.
You will assist our Customer Success Team with some of their tasks handling some aspects of the projects, communications and administrative functions on their behalf. As such you’ll need to be a natural communicator able to articulate yourself well both verbally and in written form. You will pass any customer retention and growth opportunities to the account owners. You’ll ensure essential processes run smoothly for the customer by working closely with colleagues across the business in Sales, Professional Service, Finance and Support.
You will be answering technical questions and handling objections, so while a background in email marketing automation is not essential, an awareness of its principles is beneficial. You will report to the Customer Success Team Manager
Responsibilities
- Day to day support for customers and internal teams via our ticketing system (Zendesk), Livechat and phone.
- Identify opportunities that will drive customer retention and growth and pass to Customer Success Managers
- Provide pro-active support to customers wanting to increase their use of our platform to achieve their marketing goal.
- Assist customers with any account and contract related queries.
- Assist the Customer Success Teams with the on-boarding phase and the full client life cycle.
- Take ownership of tickets transferred from our Product Support Team.
- Respond to requests relating to the management of their account and uptake of professional services
- Develop and maintain a good knowledge of dotdigital platform features, industry best practice, pricing plans and service portfolio to ensure customers requirements are accurately met.
- Follow up with customers who complete our feedback survey.
- Encourage customers to post NPS and/or CSAT scores, and ultimately co-create case studies.
About you
- Fresh graduate (a university degree is desirable but not necessary) or 1-2 years of administration experience ideally within the SAAS or technology industry.
- Great communication skills, oral and written.
- Tech-savvy and passionate about technology solutions.
- Very organised and process-driven; capable of multi-tasking and time management - Motivated and positive.
- A true ‘people person’ with an awesome approach to customer service.
- Very organised and process-driven, capable of multi-tasking and time management. - Experience of working with Microsoft Dynamic CRM is desirable.
- Previous experience with Marketing Tech, CRM and/or related technologies is desirable
Why us
Don’t just take our word for it - hear what your future colleagues have to say about working in our team:
“My role, as a CSE, in the Customer Success team has been a challenge and a learning curve that I enjoyed every minute of. The challenges faced were never scary to overcome as the CS team are always willing to support and help no matter the question. Being able to work together allowed me to increase my confidence overtime building positive relationships with our clients and the team itself, and overall knowledge of the business. A great team to be a part of that always gets the job done.”
Interview Process
- 15min Screening Call with Team Talent
- First stage 1 hour interview with Customer Success Team Manager
- Final stage 1 hour interview with Customer Success Team Manager and Head of Customer Success
Benefits
- Parental leave
- Medical benefits
- Paid sick leave
- Dotdigital day
- Share reward
- Wellbeing reward
- Wellbeing Days
- Loyalty reward
