Customer Success Executive

We are looking for a self-motivated individual to join our Customer Experience Team as a Customer Success Executive.  Your role will be to help support, train, and retain our growing customer base.  This role would suit someone with help desk experience in a SaaS environment looking to take the next step in their Customer Success career by adding training and customer onboarding to their skillset.  

Podfather provides electronic proof of delivery, route optimisation, and related services to industry leaders across a wide range of sectors.  Our software solutions help fleet operators cut costs, reduce CO2 footprint, streamline business processes, and improve customer service. 

Podfather is quickly increasing its market share across the UK and beyond, making it an exciting time to join the team.  If you are a people person, with technical know-how, who loves helping people, training, and building great working relationships then read on.

Purpose and Scope:

As a Customer Success Executive, you will work closely with our team to ensure our customers gain maximum value from our software solutions in every aspect of their operation.  

For existing customers, you will support them by working alongside the other members of our Customer Experience team answering queries and triaging requests via our Jira help desk system.

Over time, we will train you to onboard new customers ensuring they achieve maximum value from their investment in our software solution. It will be your responsibility to ensure that our software is rolled out quickly and effectively, ensuring clients achieve fastest time to value, and then you will take the lead on developing and maintaining great working relationships with them.

Day-to-day you will be working across a range of accounts, with our client base spanning the construction, logistics, food and drink, home delivery, healthcare, and field service industries.  

What you will be doing

• Handling incoming customer enquiries (via both phone and email) as part of our first line support team responsible for initial investigation and where possible resolution at initial engagement. 
• Logging all calls and issue tickets in Jira service desk
• Triaging customer requests, escalating where necessary to ensure that they are picked up by the right person or team.
• Providing “how-to” assistance for users over the phone, screen sharing or via email
• Monitoring system usage and investigating any customer specific issues
• Training and engaging with new and existing customers alike. 
• Working with the rest of the customer experience team to take ownership of long-standing client relationships - with initial focus being on onboarding.
• Capturing customer requirements and collating them into product development plans.

 What we are looking for:

• Previous technical experience, preferably within a first line support role working in a SaaS software environment
• Proven ability to interpret highly technical information and convey this to the customer clearly and concisely, clarifying their understanding throughout. 
• Excellent problem-solving skills
• An enthusiastic individual with a great eye for detail and a can-do attitude
• Excellent communication skills, both written and verbal
• An excellent telephone manner is essential
• Being able to stay calm under pressure, take ownership of customer issues, and understand when to escalate issues
• CRM and support platform experience, such as Pipedrive, Jira etc.
• Experience in training users on SaaS software
• Logistics and or construction industry experience are preferable but not essential.

What we offer in return:

• Salary: £27,000 - £40,000 depending on experience
• 30 days holiday a year plus 1 extra day for every year worked with us
• Opportunity to buy 5 extra holiday days
• High spec workstation, multiple monitors, and your choice of operating system
• A commitment to your development through an individual training budget
• A flexible employer – working from home or office
• A great office working environment - complimentary drinks, ice cream and snacks in the office
• Company social events - virtual and in-person
• Office with strong transport links and dedicated free parking
• Bike to work scheme
• Life assurance scheme 
• Employee Assistance programme which includes remote GP and physiotherapy appointments, mental health support, digitally delivered personal training, lifestyle coaching and nutrition sessions and a confidential 24/7 advice line
• Enhanced maternity ,paternity and shared parental leave schemes
• Company pension plan

About Podfather

Our software is helping businesses within the logistics, construction, field service, home delivery and healthcare industries to streamline processes, improve operational and financial efficiency, and eradicate paper.  Our cloud-based delivery management software encompasses a range of features and functionality including job management, route planning and optimisation, vehicle checks, proof of delivery, driver and vehicle tracking, as well as invoicing and reporting modules.  Podfather allows businesses to be better informed about the jobs they are managing, highlighting problems before they occur, making users proactive rather than reactive.  Our customer base includes well-known names such as Tarmac, NHS, Bidfresh, Oxfam and Igloo, as well as many independent logistics and construction service operators.