Why are we looking for someone?
Delib has a well-established (and pretty great) team of Customer Success Managers (CSMs). They have been instrumental in getting Delib to where it is now, but we need to make a change to how this group of people work as the company grows.
Historically, the Customer Success Managers have managed the customer experience end to end, top to bottom, covering everything. Delib has grown past this and we are now in an exciting position to be able to introduce entry-level supporting roles in Customer Success. We've spent time together (in the office, at the seaside, over lunch and occasionally at the pub) establishing and refining processes and policies together, seeing what works and what we want to hurl into the bin. This kind of collaboration has allowed us to examine and evolve the way we deliver Customer Success.
What's the job?
Customer Success sits in the middle of the business. We are the voice of the customer inside Delib. We onboard, train and provide ongoing support for our entire customer base. We work in partnership with them to support what they do, making their lives a little easier. Our customers appreciate that we support them in a helpful manner, grounded in an understanding of their needs.
The CSMs currently spin a lot of plates. All those spinning plates are important and we don’t want to drop any of them, but we need someone to take responsibility for some of the spinning.
The key aspects of this role fall into two main areas. Directly supporting the customer and directly supporting the CSMs. This looks like:
Customer support and contact
Providing direct customer support over the phone and via a shared inbox - writing comprehensive, respectful and helpful answers in response to incoming customer queries.
Providing usage data, top tips and best practice examples to our site administrators through the creation of annual reports for all customers. You will own and manage this piece of work.
Updating our public ‘help’ and ‘how-to’ articles for customers as and when needed
Joining relevant customer calls with the responsible CSM
Customer Success Manager support
Ownership and updating of data and information we have to benchmark customer activity - we use this data and information to inform how we work with customers
Configuring customer site mock-ups - this will benefit from a creative eye and some lateral thought as well as giving you hands-on experience with our products
Reviewing and tracking customer activity
Managing the admin and organisation of customer training sessions - monitoring bookings, liaising with training attendees pre and post the session
Joining global calls with the people directly responsible for Customer Success
This is a new role within Customer Success and as such, it will evolve. Delib is always looking for the places to improve and job roles are no exception. If things can be changed to be better, then they will be, using feedback and adapting to the skills and experiences of the people doing the job as well as the developing needs of the business.
Who are you?
You’ll care about people. A lot. You’ll get a kick out of doing a really good job and providing the very highest level of human-centred service.
You will definitely be motivated - proactive not reactive. You’re not waiting for people to tell you what to do because you’re already out there doing it. You are a ‘do-er’, you like to be busy, and you like to get things done.
You like to learn about new stuff, all day, every day, because - no matter how experienced you are - Every Day Is A School Day here. The Customer Success Managers and the rest of Delib are there to help you if you don’t know the answer to something, or you need help to understand how to get a thing done - we are all helping each other to get things done, all the time. You are the kind of person who can seek help when you need to move something forward.
You find oddly niche things endlessly fascinating, and aren’t afraid to ask - why? Why haven’t things changed? Why are we doing it like this? If there's a problem or something doesn’t work, you need to be involved in fixing it.
Maybe you’re a recent graduate who has come out the other side of university unsure of your next step, without a clear cut career path in front of you? We salute you teachers/doctors/engineers of the world, but this probably isn’t you.
Maybe you’ve done a couple of years working in a customer service role but you’re looking for something a bit meatier with the chance to progress, and fast?
We’d like to hear from you if you meet some of the following criteria:
Have recently finished university, are looking for a change in career or are returning to work from a career break - you must have some previous employment experience in any industry.
Interested in providing real customer service and success with direct impact – this is not a call centre/telephone-call-scripted-type environment
Interested in democracy, government or doing work that matters with people who care
Interested in learning/developing acute commercial awareness – Delib is a business and so we all win when we keep customers and get new ones and Customer Success plays a huge part in making that happen
A pedantic respect for grammar, punctuation and proof-reading
Interested in data and confident working with numbers and spreadsheets
Your future at Delib
We're looking for someone who can help us now and in the future, so - if it's desired - this job offers significant potential for progression. Doing this job will expose you to everything Delib does as a Civic Tech Software-as-a-Service (SaaS) company including: business support, sales, and engineering so there are potentially many doors and many opportunities for the right person.
Specifically, this role has a supported and encouraged path to becoming a Customer Success Manager and beyond, which involves:
- Managing your own cohort of customers across the UK and Europe
- Making real business decisions that have a direct affect on the products we build
- Delivering product training, both face-to-face sessions and web-based screen-shares
- Growing the number of active users within the customer organisations you are responsible for
- Coordinating annual subscription renewals and managing other account admin
- Building Delib’s profile with our customers and the wider digital democracy/gov community by sharing news and thinking at events, via Twitter, blog posts, presentations etc.
- Being aware of legal frameworks and statutory information pertinent to our product
What is Delib?
Founded in 2001, we're helping our customers modernise democratic processes using digital methods, it's a very specialist thing to be doing, and we're a world leader at it.
We produce digital platforms for central and local government as well as other publicly-accountable bodies. These digital platforms help these organisations run ongoing democratic exercises and engage with the public - you.
We're a distributed company. Delib was founded in the UK, and management, engineering, legal and HR are still based from there. The majority of our staff are distributed across the UK, Australia and New Zealand.
Anywhere in the UK. Proximity to our HQ in Bristol is a bonus, but not essential. You do need to be able to travel from time to time for work, this may be to Bristol or other places that we choose to meet. This is likely to be once a month at most. We like seeing each other when we can and when it fits with our varied schedules.
Salary and Role
This is a permanent role, advertised on a full-time basis. We're offering £20k-22k initially depending on experience. There is significant room to grow the salary by taking on responsibility and developing expertise.
If this sounds interesting, please apply below. The closing date for applications is Wednesday 14th September 2022.
Our hiring process involves a short phone interview, followed by a longer video interview, then a paid trial day, to determine a good fit for both parties.
We follow personnel security standards equivalent to UK Baseline Personnel Security Standard and you will therefore need to satisfy basic eligibility criteria/certain conditions of employment (e.g. nationality rules/right to work); and provide appropriate documentation to verify ID, nationality, employment and/or academic history, criminal record (unspent convictions only).
We will not be accepting applications from recruitment agencies for this position.
Thanks very much,
Senior Customer Success Manager