Industry: SaaS, Project Management, Creative Industry
Full time: 40 hours per week
Salary: Competitive based on experience
Job Types: Full-time, Permanent
Streamtime is project management software for creative businesses. We’re determined to do everything we can to defend the creativity of our customers from the day to day mundane.
Subscribers to Streamtime are on the up and up since launching a brand new product 2 years ago. You can find out all about how that went here: At least, you probably will if you want to ace the interview, right? We’ve won awards from across the globe for our design and usability and we got very close to a Webby! (Damn Squarespace).
With roughly half our revenue coming from the northern hemisphere we’re strengthening our customer success team in Ireland. You’ll help to work with our existing Customer Success Lead to establish a new office and new culture in Dublin, while working very closely with the rest of the Streamtime team in Australia and New Zealand. This is a great opportunity to get in with a stable and successful company that pulses creativity while feeling like a startup.
The Customer Success Consultant will partner with customers to ensure they’re getting the most out of Streamtime and that their businesses and teams are going from strength to strength. This includes in the initial onboarding phase as well as health checks in the longer term.
You’ll have frequent interaction with customers. These will range from business owners, to project managers, architects to ad agencies.. Obviously it will help if you’ve had exposure to businesses like these in the past – and that you have a passion for creativity.
You’ll be digital and tech savvy and you’ll be great at understanding customers problems and what they’re trying to achieve in their business. You’ll be able to adapt your approach to different situations and advise customers on their business and workflows when it comes to managing jobs and projects.
You’ll be able to hit the ground running when it comes to picking up a lead, researching, engaging and converting to a paid subscriber.
You won’t be camera shy, helping to lead our webinar strategy and forging close relationships at scale through webinar Q&As, demonstrations and product updates.
You’ll contribute to the updating and creation of new articles for the knowledge base based on your identification of trends in customer questions.
You’ll know exactly how that spinal flutter feeling feels when you get a notification on Slack that one of your customers just upgraded from free to premium or that more of their team just completed onboarding, or completed their tasks for the week.
You’ll have a keen focus on customer retention and churn, working with the rest of the team and our product / dev specialists to identify the levers we can pull to improve key business metrics.
Ideally, you’ll also know your way around Intercom, including how to segment, filter, snooze, close and get those vital qualifications filled out.
You’ll have complete understanding of the words “ownership” and “accountability” as you track the performance of yourself and the team to hit targets, improve performance and introduce us to a few things that we don’t know – that have got you results in the past.
You’ll also be up for helping out with simple technical tasks relating to maintenance of our ‘Classic’ product.
Required Experience, Skills and Qualifications
What you need to succeed
- Passion for the creative industry and client success
- Demonstrated exceptional customer skills from previous employment
- Strong and proven track record of successfully managing client relationships and technical projects
- Excellent work ethic and leadership skills
- Self-motivated, team-oriented, very responsible and focused on exceeding client expectations
- Understanding of project management software, terminology, concepts and strategies
- Exceptional organizational, presentation and communication skills, both verbal and written
- Self-managed, responsive and dedicated to client success
- 2+ years in a sales / account / customer success role in a similar SaaS company
- Very comfortable with technology and a willingness to learn new tools and processes. We’re regular users of Slack, Zoom, Intercom, TeamViewer among others.