About Veeqo:

Veeqo is a software platform for ecommerce companies to automate their commerce operations.

Giving all size commerce companies the ability to deliver Amazon level speed and reliability. Our vision is to be the market leader globally for automating commerce operations.

We are a high growth tech company which has raised over £7m from top investors like Octopus, with over 80 team members across the world and “office hubs” in Wales, Canada and Kyrgyzstan.

Our platform has processed more than $1b of customer orders over the last 12 months and we are growing fast!


The role:

We are looking to recruit an experienced CS professional to our team in Swansea at a hugely exciting period of growth for Veeqo. As a Customer Success Manager with us, you will champion the customer, ensuring their journeys are planned and optimised to meet their needs and exceed expectations.Working closely with the Head of Customer Success, the successful individual will fulfil a hybrid role, responsible for strategy execution and leadership of a team of Customer Success Managers, along with day to day customer interactions. You will have a good understanding of Customer Success processes, and help to remove roadblocks and improve efficiencies within the broader customer success organization. You will be responsible for partnering cross functionally with our support, product, and sales team to deliver customer outcomes.

As a Customer Success Manager, you will be passionate about the Customer and the benefits they derive from our solutions. You will develop a good understanding of their business challenges and practices, and advise on how our solutions can best be utilised to meet their needs. You will be the face of Veeqo and drive both onboarding and post-sale activities to ensure a high degree of Customer satisfaction and adoption.

Internally, you’ll capture and pass customer insights to our product and design teams, to ensure we’re always building the future Veeqo with the customer front of mind. Where tough decisions need to be made, you’ll capture customer feedback and pain points to enable transparent decision making within the business. High energy with a curious mind and thirst for learning, you will display Veeqo’s core values in your day to day activities and interactions.


Responsibilities and Duties:

  • Develop and maintain a deep understanding of Veeqo product, systems, and customer base
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations
  • Drive performance metrics: NPS, churn reduction, upsell/expansion, reference-ability, adoption, and CSAT
  • Share knowledge of Customer Success best practices with the wider team and implement playbooks and processes to reflect these


Skills and Experience:

  • Comfortable working with ambiguity and quickly changing environments
  • Highly collaborative, and willing to lead and work with varied teams to achieve goals
  • Ability to build customer rapport through remote contact
  • Possesses a strong leadership presence,, with communication and interpersonal skills that inspire and motivate teams
  • Proven ability to deal with challenging customer situations, delivering difficult messages and diffusing difficult situations
  • Superior communication skills to create and convey customer objectives and customer insights for internal and external stakeholders


Our ways of working

As a transparent, high trust business we value low ego, get it done type humans, who enjoy working in a collaborative and supportive environment. From grand ideas to hands on implementation, you will be exposed to a huge variety of projects and will bring passion to the task however big or small. We are a friendly, helpful bunch who work very hard but value healthy balance, family, friends and all the good stuff that makes us smile!

Benefits

  • 33 paid leave (including national holidays)
  • Birthdays off
  • Spotify premium subscription
  • Health and wellbeing contribution
  • Apple Macbook Pro laptop & Monitor
  • Learning budget