Customer Success Executive - Customer App Designer

Job title: Customer Success Executive

Internal Job title: Customer App Designer

Department: Customer Success

Location: United States or Canada, Remote Working

Reporting into: Head of Customer Success

Working Arrangements: 3 days per week, initially. 9am - 6pm ET.

Who are we?

Fliplet is the fastest-growing company in the rapid app development technology sector. We’re a start-up on a mission to help anyone create mobile or web apps without having any coding skills. Used by over 60 leading law firms and professional service companies, our product is unrivalled in the marketplace and as a result, we are expanding, fast.

Fliplet combines the benefits of no-code tools with the feature customisation of open-source software. We are an app building platform with global clients. This is an amazing opportunity to join a business that is in the relatively early stages of growth, yet has already built a fantastic reputation in the industry. We have over 120,000 users of our technology every month in over 20 countries. Our largest clients are in the law industry, but our client base is continuing to grow and we’re looking for people to join us to be part of that journey.

Who we're looking for?

Fliplet is seeking a skilled and proactive Customer Success Executive, in a role we call internally "Customer App Designer - Level 2" to join our dynamic team. This role focuses on moderately complex deployments for single-app clients with growth expectations and customers with moderate app complexity. The ideal candidate will partner with App Consultants (Senior Customer Success Executives) on complex deployments with larger customers, ensuring seamless project delivery and exceptional customer satisfaction.

Key Responsibilities:

Customer Delivery & Project Management:

• Identify trends and patterns in customer requirements and develop innovative solutions to address unique challenges.
• Implement proactive measures to prevent potential issues, ensuring dependencies on the customer or internal team are accounted for in planning.
• Identify risks and issues early, taking steps to remediate in advance.

Customer Relationship Management:

• Develop and build on customer relationships, identifying opportunities to strengthen and broaden them.
• Critically assess the impact of training on customer outcomes and autonomy, suggesting changes or new training initiatives.
• Demonstrate in-depth knowledge of product capabilities and provide tailored recommendations to meet customer needs.

Technical Support & Training:

• Advise customers on HTML and CSS techniques to enhance app functionality and appearance.
• Create customised templates and code snippets for common use cases.
• Ensure customer issues and bugs are logged through the Support team.

Customer Engagement & Feedback:

• Offer advice on best practices for using Fliplet to achieve customer objectives.
• Identify and anticipate customer needs to suggest future use cases for Fliplet.
• Draft accurate service estimates for new app builds, ensuring they reflect actual days committed.

Performance Metrics:

• Net Revenue Retention (NRR)
• Maintain individual Customer Satisfaction (CSAT) scores.
• Utilisation.

Personal Attributes & Experience:

Professional Experience:

• 2-3+ years professional experience in a similar role and/or company
• SaaS experience highly beneficial

Skills:

• Excellent project management and organisational skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple projects simultaneously.
• Problem-solving skills and a proactive approach to customer service.
• Familiarity with customer relationship management (CRM) tools like HubSpot.
• Ability to work collaboratively in a team environment.
• Strong understanding of web programming languages (HTML/CSS) is highly beneficial.

Attributes:

• Highly organised and able to work well under pressure
• Collaborative and open to feedback
• Achievement focused - determination to meet high standards and exceed norms and expectations
• Strong communication and presentation skills - comfortable engaging with senior stakeholders, and able to think on your feet.
• An entrepreneurial attitude - you aren’t afraid to suggest new ideas and processes to make us better
• Creativity - ability to generate new ideas and to recognise and build upon the ideas of others

Diversity:

We work continuously to build a truly diverse and inclusive workforce and culture, and we welcome and encourage candidates from all aspects of diversity to apply for this role.

Interview process:

Stage 1: Screening call [20 mins]

Initial task [30-60 minutes, from home]

Stage 2: Video interview [30-45 mins]

Technical Task [1-2hrs, from home]

Stage 3: Task playback interview & discussion [60 minutes]

Stage 4: Meet our CEO call: [30 minutes]