Customer Success Executive
Full TimeJob Overview
Who are we?
At Bright, we've engineered cutting-edge software for accounting, payroll, tax, and practice management. We've assembled a team of top talent and stand ready to lead the industry with our superior software solutions and unparalleled customer support.
We're brilliant people creating brilliant software! Join us in our mission to create brilliant software that empowers businesses to reach new heights.
Our Products:
Our award-winning software helps small businesses and accountants across Ireland and the UK manage their payroll, accounts and HR practices. We take the headache out of business management and provide cost effective, real solutions to accountants and business owners.
Overview:
As part of the TimeKeeper Customer Success team, you will be part of a team that supports existing customers on the TimeKeeper platform as well as helping to onboard new customers onto the platform. Your role will require you to become fully immersed in all things TimeKeeper and Bright, and you will be the resident expert on system functionality in order to be able to assist our customers efficiently and effectively. You will have plenty of input into the company direction and will be a key stakeholder in strategy and growth.
As part of the TimeKeeper Customer Success team, you will be part of a team that supports existing customers on the TimeKeeper platform as well as helping to onboard new customers onto the platform. Your role will require you to become fully immersed in all things TimeKeeper and Bright, and you will be the resident expert on system functionality in order to be able to assist our customers efficiently and effectively. You will have plenty of input into the company direction and will be a key stakeholder in strategy and growth.
Key Responsibilities
- Manage end-to-end customer relationships, from onboarding and training new customers, to supporting and facilitating existing ones
- Collect, collate, and analyse customer feedback and incorporate into new scalable customer success initiatives to drive subscription renewals
- Create, control and update customer-facing documentation on our helpdesk
- Facilitating demos and webinars to showcase the TimeKeeper platform to new customers.
- Any other value-add tasks and responsibilities as determined by management
Skills, Knowledge and Expertise
- Must have right to live and work in Ireland or the UK
- Ideally 1+ year experience working in Customer Success
- Excellent interpersonal skills with the ability to build strong working relationships
- Excellent communication skills, both written and verbal Highly computer literate including being comfortable with Google Suite
- An eye for detail, accuracy, and consistency
- Good organisational skills with the ability to manage conflicting priorities
- Initiative and ‘can do’ attitude; embracing opportunities to suggest new ways of improving processes and engaging customers
- Understanding of audience and ability to tailor content and messaging for various channels
- Autonomy to manage their own schedule and responsibilities
- Comfortable working in an asynchronous manner
- Ability to take feedback on board, offering and implementing solutions
- Enthusiasm and self-motivation
- Desired but not essential, a degree in business or related field
What We're Looking For
- Drive & Passion: Enthusiasm for helping customers achieve their outcomes
- Collaboration: Ability to work effectively with team members and colleagues
- Adaptability: Eagerness to embrace new challenges, systems, and processes
- Continuous Improvement: Commitment to ongoing development and improvement
- Customer Focus: Dedication to delivering high-value, multi-disciplined customer services