[Remote] Customer Success Executive

Note: The job is a remote job and is open to candidates in USA. Fliplet is a start-up on a mission to help anyone create mobile or web apps without having any coding skills. They are seeking a skilled and proactive Customer Success Executive to manage and execute moderately complex deployments for clients, ensuring seamless project delivery and exceeding customer satisfaction.

Responsibilities

• Manage multiple customer projects, ensuring timely, high-quality delivery
• Gather comprehensive requirements from customers and draft accurate service estimates
• Develop detailed project plans with clear timelines and deliverables, ensuring they remain up to date throughout the project lifecycle
• Utilize your technical skills, including basic CSS and HTML, to build prototypes using Fliplet Studio that align with customer expectations - Fliplet Studio training will be provided, but strong technical aptitude is a must!
• Identify trends in customer needs to develop tailored solutions
• Collaborate with developers to ensure successful app delivery, bridging the gap between client needs and technical implementation
• Escalate customer issues to appropriate internal teams for resolution, providing consistent follow-up and feedback to customers
• Maintain regular communication with customers to provide project updates, gather feedback, and ensure their satisfaction throughout the project lifecycle
• Assist customers in defining their goals and success metrics, including key milestones, testing and usage targets
• Establish a clear Onboarding Project Plan with timelines and milestones for new customers
• Implement proactive measures to prevent issues
• Serve as the customer's primary point of contact during project deployment, ensuring their concerns and feedback are communicated to internal teams
• Develop customer relationships and identify new opportunities to strengthen them
• Identify and mitigate project risks and adjust plans to ensure satisfaction
• Advise on best practices for Fliplet use and suggest future use cases
• Advocate for customers in internal meetings
• Help run and continuously improve customer success plays to strengthen client relationships, drive value, and proactively reduce churn risk
• Demonstrate deep product knowledge and provide tailored recommendations to meet customer needs
• Advise customers on HTML and CSS techniques to enhance app functionality and appearance
• Collaborate with the product team and developers to design and implement templates and reusable code snippets tailored to common use cases, ensuring streamlined solutions and improved efficiency across projects
• Schedule and conduct training sessions, guiding new customers through Fliplet’s initial setup and configuration, key features and functionalities
• Proactively offer suggestions and solutions to improve the customer's experience with Fliplet apps
• Ensure customer issues and bugs are logged through the Support team
• Provide demos and training to keep users informed about updates, new features, and industry trends
• Assess training impact and suggest improvements

Skills

• 2-3+ years of professional experience in a similar role and/or company
• SaaS experience is highly beneficial
• Exceptional project management and organizational skills: Ability to develop and execute detailed project plans, ensuring all deliverables are met on time and to a high standard
• Strong communication and interpersonal skills: Effectively gather requirements, provide clear updates, and manage customer expectations while fostering strong client relationships
• Multitasking proficiency: Manage multiple projects without compromising quality
• Advanced problem-solving with a proactive customer service mindset: You proactively tackle challenges and escalate issues when necessary—always doing your homework first
• Proficiency in customer relationship management (CRM) tools like HubSpot: Utilize CRM tools to track progress and manage customer interactions
• Collaborative team player: Work closely with developers and other stakeholders to successfully deliver custom solutions
• Technical proficiency in web programming languages (HTML/CSS): Leverage technical skills to build prototypes, and contribute to the implementation of customer-specific solutions
• Experience using AI to accelerate the delivery of CS work, code and learning new skills or technologies
• Organised and Composed: You thrive in high-pressure environments, maintaining structure and focus to get things done efficiently
• Collaborative Growth: You actively seek out feedback with an open mind, focusing on understanding rather than defending
• Excellence-Driven: You're determined to surpass expectations, consistently striving for high standards and continuous improvement
• Strategic Communicator: You are confident engaging with senior stakeholders and can adapt quickly to dynamic situations
• Entrepreneurial Mindset: You're proactive in proposing new ideas and refining processes, always looking for ways to drive improvement
• Creative Thinker: You generate fresh ideas and actively build upon the contributions of others to drive innovation

Benefits

• 20 days annual holiday for full time employees, rising with service, plus 8 bank holidays per year
• Annual budget for your professional development
• £1,000 annual budget towards your health, wellness & equipment
• Fundraising budget to support your charity endeavours
• Eligibility for enrolment into our Share options scheme so all employees can be part of the company’s success
• A fast paced, start-up culture where your actions have a significant impact on the business.
• Ongoing training and development, and the chance to build a career in a growing company
• Great culture: A warm and friendly team, regular socials and company events, both in person and virtual

Company Overview