Technical Customer Success Manager

February 26

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Clicks and Mortar

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Clicks and Mortar is a company specializing in personalized marketing automation. They offer personalized web experiences tailored for individual guests, and target abandoned table bookings in real-time. The company also creates dynamic social media audiences based on both online and in-venue behavior. They are currently developing a new website and invite interested parties to reach out for a demo of their services.

AI • Data Science • Automation • Experimentation • SAAS

11 - 50 employees

☁️ SaaS

📋 Description

• At Guestwise, we are building cutting-edge software that helps restaurant, pub, and bar chains automate personalised marketing at scale, while integrating with third-party tech platforms. • We are looking for a highly organised, technically proficient and detail focussed individual to join our fast growing SaaS team. You will play a crucial role between our technology and stakeholders to ensure we can successfully operate, support, and scale our technology with each client. Training clients on how to use our technology, supporting them in setting up our systems/integrations in their locations and across their digital touch points. • We are seeking someone who excels in creating frameworks and automating routine tasks. You should have a keen understanding of configuring software to achieve the desired outcome, how to enhance technical onboarding and how to lead error management and triage. This role will suit if you are comfortable using technology systems, and can recommend ways to expand our product's impact and scalability. • We expect high output and energy from our entire team. We want people who make decisions, come with proposals for improvements, and who love working fast and getting feedback from their peers in real time. • This role will work directly with clients, and key internal and external stakeholders, and also as part of an internal cross functional team building our products and supporting our clients using our technology. This role will suit someone with good people skills, who is process oriented, loves the numbers and software performance metrics and is calmly organised and capable of uniting various work streams to meet deadlines. • This is an exciting opportunity for someone who is looking to get into a successful tech organisation at an early stage (pre 20 employees) playing a key role in its growth, with plenty of opportunities for personal development along the way. • We will only interview candidates who live within a 3 hour flight of the UK. Despite being remote, we love getting together, and know that for team cohesion time zones and travel times are important.

🎯 Requirements

• Own the operating of our platform by clients. • Onboard new brands and locations, and handle all the technical set up and go live. • Create and implement support process’ and systems. • Develop and implement effective strategies to improve operational efficiency and reduce effort/cost. • Be an expert in operational tooling, be able to identify pain points and prioritise how and when to make improvements to our technology. • Set up support flows, rota and tracking. • Manage project timelines and resources to ensure successful completion of projects and meet customer deadlines. • Introduce tools that will improve operational efficiency, and give customers a better experience using our platform. • Be the first point of call for clients who need support/triage/set up/trouble shooting of our live products. • Train clients and internal team members on using our systems, triage, support, and onboarding. • Inform the product roadmap by identifying feature enhancements based on system performance and customer feedback. • Numerically literate and keen to use metrics to make decisions.

🏖️ Benefits

• £30,000 - £40,000 annual salary • A 5% company pension contribution via our pension provider Aviva. We also offer employees the option of joining our salary sacrifice pension scheme (with Guestwise’s NIC savings reinvested into your pension pot) • Remote and flexible working - candidates must be within 2 hours of GMT (with face-to-face at least once per quarter, but also as and when required by customers) • 33 days annual leave - which includes 21 days annual leave, 8 public holidays (5 of which can be taken on whatever day you want), 3 days of Christmas shut down, and your Birthday off • An extra day of annual leave for each year’s service up to a maximum of 5 extra days • Enhanced Maternity and Paternity Leave - after completion of 1 years service • Employee Assistance Programme (EAP) providing support for your health and wellbeing • Coaching - unlimited personalised coaching sessions for everyone based on the things that are most important to you • Learning budget for courses and conferences based around your unique learning journey • Quarterly company get together for planning and socialising • Laptop, iPad and anything else we agree you need to do your job effectively • Share Options