Note: The job is a remote job and is open to candidates in USA. Fliplet is a start-up on a mission to help anyone create mobile or web apps without having any coding skills. They are seeking a skilled and proactive Customer Success Executive to manage and execute moderately complex deployments for clients, ensuring seamless project delivery and exceeding customer satisfaction.
Responsibilities
- Manage multiple customer projects, ensuring timely, high-quality delivery
- Gather comprehensive requirements from customers and draft accurate service estimates
- Develop detailed project plans with clear timelines and deliverables, ensuring they remain up to date throughout the project lifecycle
- Utilize your technical skills, including basic CSS and HTML, to build prototypes using Fliplet Studio that align with customer expectations - Fliplet Studio training will be provided, but strong technical aptitude is a must!
- Identify trends in customer needs to develop tailored solutions
- Collaborate with developers to ensure successful app delivery, bridging the gap between client needs and technical implementation
- Escalate customer issues to appropriate internal teams for resolution, providing consistent follow-up and feedback to customers
- Maintain regular communication with customers to provide project updates, gather feedback, and ensure their satisfaction throughout the project lifecycle
- Assist customers in defining their goals and success metrics, including key milestones, testing and usage targets
- Establish a clear Onboarding Project Plan with timelines and milestones for new customers
- Implement proactive measures to prevent issues
- Serve as the customer's primary point of contact during project deployment, ensuring their concerns and feedback are communicated to internal teams
- Develop customer relationships and identify new opportunities to strengthen them
- Identify and mitigate project risks and adjust plans to ensure satisfaction
- Advise on best practices for Fliplet use and suggest future use cases
- Advocate for customers in internal meetings
- Help run and continuously improve customer success plays to strengthen client relationships, drive value, and proactively reduce churn risk
- Demonstrate deep product knowledge and provide tailored recommendations to meet customer needs
- Advise customers on HTML and CSS techniques to enhance app functionality and appearance
- Collaborate with the product team and developers to design and implement templates and reusable code snippets tailored to common use cases, ensuring streamlined solutions and improved efficiency across projects
- Schedule and conduct training sessions, guiding new customers through Fliplet’s initial setup and configuration, key features and functionalities
- Proactively offer suggestions and solutions to improve the customer's experience with Fliplet apps
- Ensure customer issues and bugs are logged through the Support team
- Provide demos and training to keep users informed about updates, new features, and industry trends
- Assess training impact and suggest improvements
Skills
- 2-3+ years of professional experience in a similar role and/or company
- SaaS experience is highly beneficial
- Exceptional project management and organizational skills: Ability to develop and execute detailed project plans, ensuring all deliverables are met on time and to a high standard
- Strong communication and interpersonal skills: Effectively gather requirements, provide clear updates, and manage customer expectations while fostering strong client relationships
- Multitasking proficiency: Manage multiple projects without compromising quality
- Advanced problem-solving with a proactive customer service mindset: You proactively tackle challenges and escalate issues when necessary—always doing your homework first
- Proficiency in customer relationship management (CRM) tools like HubSpot: Utilize CRM tools to track progress and manage customer interactions
- Collaborative team player: Work closely with developers and other stakeholders to successfully deliver custom solutions
- Technical proficiency in web programming languages (HTML/CSS): Leverage technical skills to build prototypes, and contribute to the implementation of customer-specific solutions
- Experience using AI to accelerate the delivery of CS work, code and learning new skills or technologies
- Organised and Composed: You thrive in high-pressure environments, maintaining structure and focus to get things done efficiently
- Collaborative Growth: You actively seek out feedback with an open mind, focusing on understanding rather than defending
- Excellence-Driven: You're determined to surpass expectations, consistently striving for high standards and continuous improvement
- Strategic Communicator: You are confident engaging with senior stakeholders and can adapt quickly to dynamic situations
- Entrepreneurial Mindset: You're proactive in proposing new ideas and refining processes, always looking for ways to drive improvement
- Creative Thinker: You generate fresh ideas and actively build upon the contributions of others to drive innovation
Benefits
- 20 days annual holiday for full time employees, rising with service, plus 8 bank holidays per year
- Annual budget for your professional development
- £1,000 annual budget towards your health, wellness & equipment
- Fundraising budget to support your charity endeavours
- Eligibility for enrolment into our Share options scheme so all employees can be part of the company’s success
- A fast paced, start-up culture where your actions have a significant impact on the business.
- Ongoing training and development, and the chance to build a career in a growing company
- Great culture: A warm and friendly team, regular socials and company events, both in person and virtual
Company Overview
Enterprise app platform to create, manage and securely distribute apps without writing code or creating designs. It was founded in 2009, and is headquartered in London, England, GBR, with a workforce of 11-50 employees. Its website is http://fliplet.com.