Location: Hybrid - 2 days per week in our Ballymena HQ, Co Antrim.
Contract type: Permanent
Hours: Mon - Fri 3 days UK hours and 2 days US hours ( Details to be discussed at interview)
At PlotBox, we believe that true customer success begins with great people. As our new Associate Customer Success Manager, you'll play a vital role in supporting our customers on their journey with our leading cemetery and crematorium management software.
This is the perfect opportunity for someone with some experience in customer support, onboarding, or account coordination, who’s excited to develop a career in Customer Success within a fast-growing SaaS company.
What you’ll do :
* Support onboarding and implementation activities for new customers
* Monitor customer activity and highlight engagement trends or risks
* Respond to customer queries and provide timely, helpful support
* Maintain accurate records of customer interactions and status updates
* Assist in the preparation of customer success plans and reports
* Work with internal teams to coordinate responses to customer needs
* Work with CSMs on communication and retention strategies and plans for mid and low tier customers
* Shadow and learn from Senior CSMs on customer calls and reviews
* Champion PlotBox’s values in every interaction
What we are looking for :
* Experience in a customer-facing role (support, coordination, success, etc.)
* Strong written and verbal communication skills
* An interest in SaaS/technology and a desire to learn
* A team player with strong organisational skills
* Curious, proactive, and customer-centric attitude
Desirable Experience -Its not a deal breaker, but ideally you will have:
* Experience working with CRM or customer success platforms (e.g. Salesforce, HubSpot)
* Exposure to the cemetery, crematorium or local government sector
* Awareness of what good customer onboarding looks like
Why should you join PlotBox ?
* We have a clear mission - and a sense of pride in doing what we do - to ultimately lessen people’s pain at the most difficult time of their lives; this means a lot to our team.
* We are a global company with over 120 colleagues based across the UK, Australia and North America. You’ll undoubtedly broaden your understanding and appreciation of global operations.
* We have a passion for tech and innovation, actively exploiting new and cutting-edge tools and technologies to enhance our product and skillset.
* We are proud that, since 2020, we have received our Great Place to Work Certification - our staff have told us loud and clear that they love working for PlotBox.
* We have also been recognised as one of the UK’s Best Workplaces for Development 2024 - we invest in employee growth; we nurture every career.
* We are a truly diverse and inclusive workplace; we are proud to boast 43% femalé representation - which is almost double the average within the tech industry and helped put us on the UK’s Best Workplaces for Women listing in 2023
* Our focus on wellbeing and a supportive culture has seen us ranked on the UK’s Best Workplaces for Wellbeing list (2023)
* One of our core values is trust; you are trusted to do your job without someone micro-managing - we expect people to give their best efforts in return
Life at PlotBox - we appreciate that we may not be the right workplace for everyone, so below we have laid out what life at Plotbox is really like so you can decide if a career at PlotBox is for you !
* We are a growing / scaling company - as such we don't always have everything neatly mapped out so you have to be comfortable with ambiguity sometimes
* A 40 hour working week and flexible working hours. We ask everyone to be in the office during our core hours from 10-4pm meaning you can balance your work hours around life’s commitments.
* Hybrid working - for most roles, our staff work 2 days per week in the office and we love the opportunity it gives us to collaborate face to face.
* We believe in continuous improvement - so that can mean change is a pretty constant thing for us - we need our people to embrace change as opposed to resisting it
* We believe feedback is crucial to development so we will create a safe environment where you can take onboard feedback and use it to improve - but we can't force you to take the feedback on board; that's your choice
* We will support and nurture you - but we need you to show initiative, be able to tackle problems, roll with the challenges and get stuff done
* There is no room for ego round here - everyone is here because they bring something to the table - all voices are heard and respected
* We support our employees’ health and wellbeing with regular wellbeing initiatives and a health cash plan, access to EAP and additional counselling support
* Our life assurance policy ensures your loved ones are looked after should the worst happen *
* Our flexible benefits suite allows you to flex-up (or down) on on benefits depending on what is most useful to you and your family at the time
* Career mobility and progression which is based on merit as opposed to ‘time-served’ as well as the opportunity to travel to our global sites and visit customers when they need us on the ground.
* Active social and charity committee - lots of social events throughout the year including a summer social, Christmas party, Easter events, quizzes, book club, walking groups, coffee mornings and many many more.
* We offer Cycle to work scheme and discounted gym membership if that’s your thing!
* Quirky office set on a beautiful nature reserve with fully-stocked fridges and larders
* Free parking too!
PlotBox is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all qualified candidates regardless of race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic that makes you who you are.. All employment decisions are based on qualifications, merit, and business needs.
If you require any reasonable adjustment or wish to speak to a member of our Talent team about tailoring the recruitment process to your needs please email careers@plotblox.io stating the role you are applying for.
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