Lots of solutions claim to bring digital communications teams together, but Orlo is the only platform purpose-built with the needs of public sector marketing, comms and citizen engagement professionals in mind. Since its creation back in 2012, Orlo has built a network of like‑minded sector experts and is partnered with leading organisations, including Granicus, Nextdoor, LGcomms and the National Housing Federation to help us on our mission to share best practices and industry insights.
Orlonians are committed to helping our customers build trust with their audience through brilliant conversations - and have fun along the way. You’ll see our enthusiasm and passion for the work we do displayed throughout every interaction with us - whether it's on a customer call, on one of our wonderful webinars or at our flagship BIG Social event.
What are our values?
We graft
We give a sh*t
Who do we work with?
Orlo is passionate about connecting the 400+ organisations with which we work, with the citizens they serve via digital channels to help create more engaged communities. Our customer base comprises over 40 HA’s including the likes of Stonewater Group, Bromford Housing and Soverign Network Group to name but a few. We’re proud to say that we have a 98% retention rate and we continue to help our customers build trust in their communities through brilliant conversations.
What’s the Customer Success Manager role all about?
Our Customer Success team develops collaborative and supportive working relationships with our diverse customer base to ensure the adoption and use of the Orlo platform. We work with all of our customers to discover their business needs, objectives and committed obligations to help them get the most out of our digital conversations platform.
We take pride in making sure our customers get as much value as possible out of our solution, with training and support provided throughout the entirety of their time with us. Working closely with all internal stakeholders, at every step of the customer journey, we genuinely care about delivering the best customer experience possible to new and existing clients.
We’re looking for a professional, confident and experienced Customer Success Manager and/ or someone with a background working with organisations in the Housing sector or in Social Media, to join our growing team of Orlonians. Joining a well‑established team, your key accountabilities would be:
What are the key responsibilities?
* Account management of a range of clients from our Housing sector
* Look at new ways to engage and expand our customer base
* Able to analyse data (across usage and social performance) to add value
* Retention and expansion targets
* Assist the Customer Support team when required
* Where necessary, deliver on-site onboarding and training to customers
* Hold conversations with prospects, supporting the sales team in the pre‑sales process
* Internal stakeholder management - communicating performance to key internal stakeholders
* Owning tender processes and working directly with procurement
* Demoing new product features to support future account growth
* Creation of quotes and contracts to ensure the business is contractually protected
* Participation in relevant industry and company events
What would Orlo love from you?
* Experience working in a SaaS company or working in a social media/digital/comms role
* A truly customer‑centric person who’ll go above and beyond to delight their customers
* Comfortable and confident with quoting and pitching commercial benefits
* Comfortable presenting performance to clients, the company and peers
* Experience working in the public sector is preferred; we’re looking for a CSM who can understand and challenge customers’ objectives
* The boring bit… a clean driving license.
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