Careers at dotdigital

Customer Success Coordinator

We’re looking for a Customer Success Coordinator to join our growing team at dotdigital.

You’ll be playing a starring role in helping our customers get maximum benefit from using our technology.

You’ll be:

  • Showcasing system features and driving feature adoption that are aligned with their marketing strategies
  • Responding to requests relating to the management of their account and uptake of professional services
  • Providing best practice advice and industry intelligence.
You’ll need to be a true team player, as you’ll be working closely with colleagues in Account Management, Sales, Finance and Support. Everything you’ll do will be centered around our customers and helping them achieve stunning results using our technology.
After you’ve mastered our technology and started delivering awesome service to our customers, we’ve got plenty more to challenge you. You’ll be:
  • Collaborating with Account Managers on specific ‘high profile’ customer accounts
  • Allocated tasks on key ‘forward thinking’ projects and help drive service and process improvements.
You must have a fantastic customer focused approach. You’ll need the ability to understand customer needs, deliver the ‘right’ solutions and keep customers ‘in the loop’ along the way. Your key to success in this role will be your ability to build trusted relationships with customers and help them achieve their business goals.

Responsibilities

  • Day to day support for customers and internal teams via our ticketing system(Zendesk), Livechat and phone:
    • Support customers to optimise their use of our technology to achieve their marketing goals
    • Assist customers with any account and contract related queries
    • Manage the customer relationship through the on-boarding phase and the full client life cycle
  • Identify opportunities that will drive customer retention and growth
  • Collaborate with Account Managers on commercial opportunities
  • Execute our proactive customer success projects to support customers in using our technology
  • Take ownership of tickets transferred from our Product Support Team
  • Follow up with customers who complete our feedback survey
  • Master all our technology features, pricing plans and service portfolio

Skills and Experience

  • Fresh graduate (a university degree is desirable but not necessary) or 1-2 years administration experience ideally within the technology industry
  • Great communication skills, oral and written
  • A true ‘people person’ with an awesome approach to customer service
  • Very organised and process-driven, capable of multi-tasking and time-management
  • Experience working with a CRM is desirable
  • Previous experience with Marketing Tech and/or related technologies is desirable
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