Customer Success Manager

About OpenPlay

OpenPlay has been evolving – developing innovative software products for the sports and leisure industry. Our enterprise software, provides unmatched functionality to help operators thrive, bringing a seamless experience for both customers and staff. Our future focus will centre around three priorities which will commit us to a culture of innovation, to operate as a high performing team and grow our presence and profile.

The Role

As OpenPlay prepares to launch our brand-new product, we are looking for a Customer Success Manager to own the development and implementation of our new post-sales processes, policies and standards.

This includes everything from onboarding, ongoing support, retention and upselling.  As the product launches in early 2021, you will build strong relationships that persist through, and lengthen the lifecycle of the customer. The key metric for success in this role will be ensuring that OpenPlay’s NPS (and specifically CSAT) score remains high.

You will be hyper-organised with strong interpersonal skills to engage and communicate with a range of external stakeholders as well as managing an existing Customer Support Team.

Job Roles and Responsibilities:

• Lead on the creation and maintenance of OpenPlay support documents, video guides and FAQs – quickly gain a deep understanding of the OpenPlay system
• Work with the SLT to build a scalable onboarding process including
  • Understanding customer existing infrastructure
  • Understanding customer training requirements
  • Developing best practices to simplify adoption

• Further develop and own customer support processes
• Establish strong relationships with new client stakeholders and deepen relationships with existing client stakeholders
• Develop a communication plan to keep customers informed with everything that is happening at OpenPlay (e.g. product development, new launches)
• Capture regular feedback from customers and collaborate with product, sales and development teams to continually improve the OpenPlay system
• Investigate and implement use of existing and new software to automate as much of the customer success process as possible

Essential Criteria:

• At least 3 years’ experience working in a customer success role ideally at a SaaS company
• Technically adept, with experience of using CRM applications (Hubspot experience is preferred)
• Excellent people and communication skills with experience
• Experience of having dealt with systems migration especially handling sensitive data
• Have a passion for wanting to deliver world class customer service
• Highly organised with great attention to detail
• Ambitious and action-oriented person who enjoys taking ownership

Benefits

OpenPlay is a growing scale-up at a very exciting and pivotal time in our journey. We’ve recently raised investment to build our new product and will grow rapidly throughout 2021 and beyond with confirmed orders already signed despite COVID-19.

This is the opportunity for the right person to put a stamp on the company and see your work make a real difference. You will work alongside a passionate team led by dedicated founders. It’s not an easy feat, but our aim is to create a business of which we are all proud and an environment where you will love to work.

OpenPlay provides:

• Competitive Salary
• Contributory pension scheme
• The equipment you need to do the job
• Flexible working policy
• Dedicated training budget
• Strong team culture with regular social events (COVID permitting)

How to apply

Please email: cv@openplay.co.uk

Please include the following alongside your CV, if you fail to add these then your application may be rejected:

• Location
• Availability
• Salary expectations

CV and any other supporting documents