Technical Customer Success Manager

We are Pixl8 Group; a technology company providing the best digital solutions for people-based businesses.

https://pixl8.com

Specialising in the integration of highly personalised tech, our suite of products and services gives businesses fully customisable and off-the-shelf solutions they control. Our clients include the Federation of Small Businesses, The National Union of Journalists, The Institute of Structural Engineers, and The Bar Council.

Since 2001 we've worked with hundreds of organisations to build integrated websites, CRMs, and bespoke software and have now consolidated our expertise into flourishing products such as ReadyMembership (https://www.readymembership.com) and EventFolio, based on our open-source Preside Platform (https://preside.org).

Operating globally, Pixl8 Group Ltd is seeking a Technical Customer Success Manager to join our team.

The Role

As a Technical Customer Success Manager, you will play a vital role in client engagement, satisfaction, and retention. You will be working predominantly with Consultants and Project Managers on project delivery and prioritisation, and with the delivery teams to set up and configure products (including extending product functionality). You'll keep abreast of the product roadmap, release playbacks, as well as feeding into product enhancements.

Key to the role will be supporting the onboarding and training of new clients by helping to expand their knowledge and usage of our products and services. Once live, you will provide clients with support and guidance through proactive communication, understanding their business needs and offering solutions that help them to succeed.

Your core accountabilities are as follows:

• Become a product expert
• Guide clients through product use & best practice (e.g. through training and business readiness), especially during new project developments
• Identify gaps and customisations to support successful client outcomes
• Triage and provide recommendations for incoming client requests

• Enabling smooth delivery of new client projects that support harmonious digital transformation in their business context
• Empowering clients to continuously get the most out of the product suite through their ongoing digital roadmap development
• Nurturing a partnering mindset with clients to provide fantastic customer experience

• Understand your client's business and their objectives for product adoption
• Enable smooth product delivery of new client projects that support harmonious digital transformation in their business context
• Assist consultants in workshops and business analysis
• Contribute to user story creation in custom specification documentation and JIRA
• Assist effective triage in UAT and support tickets
• Empower clients to continuously get the most out of the product suite through their ongoing digital roadmap development
• Train clients to be savvy end-users and product advocates
• Proactive engagement throughout the customer lifecycle to drive best practice product adoption and client success
• Provide full-service onboarding and management services when products or upgrades are purchased/required
• Nurture a partnering mindset with clients to provide fantastic customer experience
• Communicate and influence effectively with clients and internal stakeholders
• Maintain accurate and up-to-date documentation to aid client communications
• Identify and leverage opportunities to provide clients with additional consultancy services that augment their business transformation outcomes
• Work with the Support and Delivery teams to coordinate resolution of any escalated customer issues in a timely manner

• Own relevant proactive and reactive retention efforts with assigned clients
• Nurture customer relationships and grow accounts through the upselling of appropriate products and services (e.g. by supporting account planning and strategy activities)
• Where required, provide onboarding and management services when products or upgrades are purchased
• Develop and maintain product expertise to create client resources and support documentation
• Apply product knowledge to troubleshoot and resolve basic technical issues
• Write scoping documents and user stories (for requests not needing escalation to a Consultant)
• Brief and give clarification of requirements to internal teams (delivery and support)
• Maintain accurate and up-to-date client records, including documented interactions, in the CRM
• Collaborate with the wider Customer Success team on best practices related to the relevant common areas of the role (i.e. product onboarding, training, and business readiness)
• Identify product or process improvements for efficiency and scalability
• Provide client insights, product feedback, and trending issues to internal teams
• Work with the Sales & Marketing team to create client success stories and testimonials

• Experience in a Technical product-focused Customer Success role or similar role
• Experience working in a Technology/SaaS environment
• Aptitude for building and maintaining thriving and sustainable relationships
• Exceptional communicator and listener (verbal, written, and presentation)
• Ability to support clients with collating objectives and setting goals (and prioritise)
• Organised, collaborative, and commercially aware
• Fast learner and willing to assume additional responsibilities as needed
• High level of initiative with a creative perspective to problem-solving
• Able to multi-task with a strong commitment to accuracy and attention to detail
• Knowledge of associations and member-based organisations (preferred)
• Well-versed in CSM, CRM, and events systems
• Experience of working in a digital agency (desirable but not essential)

• Above & beyond Continuous improvement and stretching our limits is our default mindset
• Always accountable Our teams take responsibility to deliver excellence
• Authentic & conscientious We are honest and work with integrity at all times
• People first Our people are our greatest asset and are our source of strength
• Curious & driven We have an appetite to discover innovative methods that simplify and accelerate success.

• Salary dependent on experience
• 25 days of holiday + recognised public holidays
• Company socials
• Healthcare benefit
• Personal development opportunities
• We are a remote-first company that provides office space as/when needed (in London as well as Kuala Lumpur)
• We believe in a great work-life balance - we do the work and log the time but also understand needing time for family and other responsibilities

You'll carry out your role in accordance with the requirements of ISO/IEC 27001 as reflected in the Company's policies and procedures and the ISO/IEC 27001 organisational structure charts.