Clear Review Jobs

Customer Success Manager

Full Team

Salary — £35 – 40k DOE, Based cen­tral Lon­don, Start June/​July 2019

Who are we and what’s our mission?

Clear Review (www​.clear​review​.com/​about) is an award-win­n­ing SaaS HR tech scale up with a pas­sion­ate and fast-grow­ing team of nine­teen whose moti­vat­ing force is to: Make per­for­mance and devel­op­ment human and mean­ing­ful for employ­ees and impact­ful for organisations.

The world of per­for­mance man­age­ment (if we must call it that) has been so bad, for so long. Annu­al appraisals, com­plex rat­ing scales, uncer­tain­ty, anx­i­ety — we’re look­ing to put an end to all of that. Our core belief is that HR, man­agers, and employ­ees over­whelm­ing­ly want to be engaged in what they do whilst deliv­er­ing high-qual­i­­ty work. They sim­ply need to be enabled with the right cul­ture and the right tech­nolo­gies to be the best that they can be.

Our award-win­n­ing cloud-based per­for­mance enable­ment tech is gen­uine­ly dis­rupt­ing the mar­ket and facil­i­tates year-round qual­i­ty con­ver­sa­tions and real-time feed­back. We’re scal­ing quick­ly with some great, well-known cus­tomers, and we have fund­ing to ramp things up even more. We’re need­ing new peo­ple who can get excit­ed about this jour­ney to come on board with new ideas, new ener­gy, and a desire to get stuck in and make a difference!

The role

Organ­i­sa­tions that use Clear Review are usu­al­ly going through a cul­ture change of some sort. Be that a com­plete over­haul of how they devel­op their employ­ees from annu­al reviews to con­tin­u­ous con­ver­sa­tions or chang­ing the tool to sup­port this process. Whichev­er the tran­si­tion, our cus­tomers trust us to help them suc­cess­ful­ly inte­grate the sys­tem into their organ­i­sa­tions and achieve their desired goals.

We take this trust seri­ous­ly and believe it is cru­cial that our cus­tomers achieve suc­cess with Clear Review along with enjoy­ing long and hap­py rela­tion­ships. Our Cus­tomer Suc­cess vision is to place our­selves as proac­tive part­ners, not reac­tive ven­dors with­in this relationship.

As a Cus­tomer Suc­cess Man­ag­er, you will own the rela­tion­ship and jour­ney with new Clear Review Cus­tomers from join­ing through to renewal.

With such a var­ied cus­tomer jour­ney the role is extreme­ly diverse. Work­ing with the sales team dur­ing han­dover, you will intro­duce Cus­tomer Suc­cess and gauge an under­stand­ing of their imple­men­ta­tion requirements.

Dur­ing onboard­ing, you will be able to train our cus­tomers on how to admin­is­ter the sys­tem, ensure inte­gra­tions are over­seen and imple­ment­ed, along with the con­fig­u­ra­tion of our software.

It’s not just new cus­tomers you will be work­ing with, how­ev­er. We love all of our cus­tomers and after go live’, we con­stant­ly look to build and improve mean­ing­ful rela­tion­ships. You will have own­er­ship of a num­ber of these cus­tomers, reg­u­lar­ly speak­ing with them, under­stand­ing their mea­sures of suc­cess and how we can improve our process­es whilst shar­ing insights from oth­er customers.

From tech­ni­cal trou­bleshoot­ing to work­ing with senior man­age­ment teams to help the cul­tur­al change, hav­ing both a strate­gic and tac­ti­cal skill set is crucial.

Onboard­ing:

Work­ing with our in-house imple­men­ta­tion spe­cial­ist, you will oversee:

· Train­ing cus­tomers in how to use, con­fig­ure and admin­is­ter the software.

· Build­ing a strate­gic suc­cess frame­work to help cus­tomers find their true-north’.

Build­ing & Sus­tain­ing Relationships:

· Proac­tive­ly part­ner­ing with our cus­tomers to under­stand their prob­lems, desired out­comes and offer­ing cre­ative solutions.

· Share insights from oth­er cus­tomers to help cus­tomers even more suc­cess­ful through quan­ti­ta­tive data on usage and best practices.

· Offer­ing cre­ative solu­tions to cus­tomers’ chal­lenges — our soft­ware is very sim­ple and intu­itive and so prob­lems are rare. How­ev­er, help­ing clients solve their chal­lenges or prob­lems is cru­cial to their success.

· Tech­ni­cal fault find­ing — we’re lucky that these are few and far between, how­ev­er repli­cat­ing the error helps solve the issue

Inter­nal Relationships:

· Cross-func­tion­al col­lab­o­ra­tion with dif­fer­ent depart­ments with­in the com­pa­ny from cre­at­ing case stud­ies with Mar­ket­ing to act­ing as the voice of the cus­tomers, shar­ing their sug­ges­tions dur­ing prod­uct development.

Skills and experience

· Pre­vi­ous expe­ri­ence of a role in cus­tomer suc­cess or sup­port, ide­al­ly with­in a fast paced B2B soft­ware environment

· Amaz­ing inter­per­son­al skills to be able to build and main­tain­ing strong relationships

· Com­fort­able at com­mu­ni­cat­ing with vary­ing lev­els of seniority

· Strong prob­lem solv­ing skills

· Atten­tion to detail & organised

Who we are look­ing for?

Our suc­cess to date has been down to our amaz­ing peo­ple. So we focus on recruit­ing peo­ple who are unique, but who con­nect with and demon­strate our five values:

1.Dri­ven to be bet­ter: We con­tin­u­ous­ly strive to improve, both as a per­son and in our roles.

2.Get stuff done: We deliv­er results. We get things done when we say we will.

3.Hon­est feed­back: We give each oth­er gen­uine feed­back even if it may some­times be uncom­fort­able to hear. We do it kindly.

4.Keep ask­ing why: We strive to find the root caus­es of prob­lems and come up with solu­tions to solve them.

5.Above and Beyond: We aim to go above and beyond what peo­ple expect of us.

Along with shar­ing our val­ues, as we are still a small but grow­ing team, hav­ing a good sense of humour, being warm and adapt­able is real­ly impor­tant to us. We love con­fi­dence, but we val­ue humility.

How we work

We’re a very close, very com­mit­ted, but very much fun-lov­ing group of per­for­mance tech folks! We work real­ly hard, but we realise there’s more to life than work — some of us have fam­i­lies with young kids so we know how impor­tant it is to stay ground­ed. We active­ly encour­age flex­i­ble work­ing and most of us work three days a week in our love­ly Far­ring­don office and two days from home.

Salary + Benefits

  • £35k-£40k DOE
  • Flex­i­ble work­ing (2 days from home)
  • Unlim­it­ed Holiday
  • £500 Devel­op­ment and Learn­ing Budget
  • Baby­lon GP
  • Share Options
How to Apply?

If you think this role is for you send us your CV.

Apply Here