Customer Success Champion

at  Grid Smarter Cities

About the job – Customer Success Champion
Grid Smarter Cities is a SAAS, cleantech start-up that enables freight, servicing, and delivery vehicles to park safely. Our digital platform Kerb, allows the kerb owner, local authority or landowner to manage and aid kerb users by creating bookable timeslots allowing the kerb users to book these slots, making operational savings and creating a more harmonious experience. Think AirBnB for kerbside.
Grid Smarter Cities needs a Customer Success Champion. We need an enthusiastic individual to join our team and continue our success in customer enrolment, from prospecting at our Loading Bay locations, to successfully onboarding and growing their use of our network. It is an exciting role with our startup which will see you spending significant time at our Loading Bay locations – outdoors – and this will be balanced with time working from our London office and home.
The needs of our clients are ever developing, and our sales and service model is evolving to ensure we keep delivering the very best level of service to our customers. You will be part of a team and supported by wider expertise and delivery specialists.
This role has expanded throughout the years, and we need an individual that will be able to adapt to the fast-paced nature of scaling a business.

As a Customer Success Champion, we expect you to be…

• A self-starter who lives and breathes sales and customer excellence
• A strong, confident, communicator and listener
• Organised, resilient, and above all someone who gets the job done
• Someone with strong stakeholder engagement
• Flexible and pro-active
• Able to work as part of multiple teams and work independently at times

As a Customer Success Champion, we would like you to…

On the street at our Loading Bay locations:

• Canvass and onboard new business users
• Identify potential platform users through engagement– drivers and senior management
• Promote our Loading Bays
• Conduct parking delivery and service plans

Working from London office / home / customer premises:

New Business

• Manage your pipeline of potential new platform users through our CRM - daily callbacks and emails
• Identify and prospect potential new users of our Loading Bays
• Product Demonstrations – become a platform expert

Account Growth

• Grow your new customers across out network of Loading Bays
• Maintain new users – Pushing use of platform, creating case studies of customer excellence
• Internal Customer Champion for product development – truly understand how our customers are using the platform and what they would like to see next

Whilst the primary role will be one focused around new business because we are a startup you will have the opportunity to get involved to get involved in many aspects of the business.

As a Customer Success Champion, we would also like you to …

• Develop and manage all client onboarding activities from project kick-off, training, configuration, data migration and launch to accelerate time to first value
• Proactively manage the gateway of participant technical onboarding
• Build online customer relationships including training and presenting
• Progress to become a platform expert and present live online product demonstrations to new customer prospects
• Have competence with Microsoft Office suite – can design and create an excel data set and turn this into a client facing presentation to facilitate further action from the customer
• Add to our growing and developing culture at Grid: if you have a hobby or passion, don’t be afraid to share it, and encourage us to try!

As a Customer Success Champion, the logistics of the role…….

• You will be London based – within the M25
• 2/3 days week – Onsite at our Loading Bays – Sales and Engagement (within the hours of 8AM-6PM)
• 2/3 days week – Working from London office / WFH managing customer pipeline / onboarding
• 1 day month – Newcastle head office
• Potential for time elsewhere in UK, and nights staying away from home
• Already qualified to work in the UK
• Reporting to Senior Programme Manager

It would be nice if…

• Educated to degree level
• Have some sales and / or customer experience background
• Have worked in a start up

What you’ll get…

• Salary £30,000 pa
• Flexible working
• A defined contribution pension
• 25 days holiday a year
• A Macbook Pro

• You will be London based – within the M25
• 2/3 days week – Onsite at our Loading Bays – Sales and Engagement (within the hours of 8AM-6PM)
• 2/3 days week – Working from London office / WFH managing customer pipeline / onboarding
• 1 day month – Newcastle head office
• Potential for time elsewhere in UK, and nights staying away from home
• Already qualified to work in the UK
• Reporting to Senior Programme Manage