Customer Success Manager

Overview

wi-Q is in hyper-growth and we’re in search of exceptional talent! As the leading SaaS mobile ordering and digital guest engagement platform for some of the largest hotels and fast casual dining brands, we are on a mission to help shape the future of hospitality.

Behind our award-winning platform is a diverse and growing team of passionate, high-performance individuals who know how to have a good time and are extremely committed to the to our mission and the success of the company. Our collaborative culture relies and thrives on everyone contributing to help develop our product and future growth path! To this end, we are incredibly proud and humbled to have won the ‘2021 Caterer Award – Innovation Technology of the Year’!

You’ll be part of a rapidly expanding company with teams in the UK and Dubai, and we’ll be expanding into the US and APAC later this year.

Key Responsibilities

You will convert our belief that the fastest way to achieve organisational agility is to change how people work, we believe that requires key clients to rapidly evolve culture, process and technology at scale!
You will work closely with our Key Accounts to understand how they work, their business challenges, paint the art of the possible through wi-Q and mentor them on how to personalise wi-Q to work effectively throughout each venue.
Understand the motivation, business drivers, strategic goals and desired business outcomes within your Key Account.
Assist cross departments on best known practices, including operating model, platform maturity, and adoption techniques.
Contribute to the library of customer success assets (customer references, case studies).
Be the voice of the customer for the product team in aid of product development.
Mediate between the client and internal departments.
Handle & resolve customer requests and complaints.
Minimise customer churn.
Monitor and have full view of accounts from end to end.
Collect, monitor and leverage data to inform and positively impact your customers businesses.

Essentials Skills and Experience

You are passionate about the future of work, and positively impacting the working lives of people in your large accounts.
Problem solving attitude and solution driven mindset.
This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.
You are an excellent teammate who has a consistent record of excelling in fast-growing environments and taking initiative!
Experience implementing and supporting large scale technology solutions
You have a passion for building trust and communicating with a broad range of partners: C-Suite, Senior Executives, Administrators, Developers, and day-to-day users of the software.
Minimum 2 years' experience in the technical software environment, preferably in the area of SaaS, platform-as-a-service (PaaS), marketing cloud solution, online marketing, SEO, enterprise content management or similar.
Strong communication and interpersonal skills.
Focused and goal orientated.
Experience as a Sales Manager/Account Manager.
Understanding of sales performance metrics.
Proficient in CRM software and Microsoft Office Suite

The exciting part

We know that as a company we are only as good as the people that we employ. We know our employees work tirelessly to make wi-Q the success it is today and in turn, we offer them some amazing benefits:

25 days holiday plus bank holidays
Discretionary Bonus Scheme. (subject to employment period).
Quarterly social events.
Pension scheme.
Flexible working hours.
Fully Remote working.
Company Laptop.
The opportunity to work in a company that encourages engagement, creativity and growth!

Remote First

wi-Q is a Remote-First organisation, headquartered in the UK with a regional office in Dubai. Employees will have the flexibility, and, subject to their position, may be required to report into the office on occasion.

Diversity & Inclusion

wi-Q is an Equal Opportunities employer committed to a diverse and representative team and believe passionately that this is key to our success. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, neurodiversity or disability - whoever you are, if you’re curious, relentless and customer-obsessed, we want to hear from you!