Customer Success Executive – Canada

Maternity Cover Contract

Key Information

Who are Fliplet?

Fliplet is a SaaS startup embarked on a mission to help anyone create mobile or web apps without having any coding skills. We believe there’s huge untapped potential that can be realised by allowing a wider set of people to create apps.

Fliplet combines the benefits of no-code tools with the feature customisation of open-source software. We are an app building platform with global clients. Most of them are international with over 1,000 staff members. We have over 120,000 users of our technology every month in over 20 countries. We have worked with a variety of exciting clients such as Colgate, Marriott and magic circle law firms. Our largest clients are in the law industry, but our client base is continuing to grow and we’re looking for people to join us to be part of that story.

Who we’re looking for

We are initially looking for a Customer Success Executive on a contract basis for one year’s maternity cover. Additionally, the Retention team is planned to grow, so there is the potential for circumstances in which this role could also become permanent, should that suit both parties. The Customer Success Executive role will work closely with the Customer Success Manager and Retention Department to support and grow our North American clients in building beautiful apps and making the most of what Fliplet has to offer.

Key Responsibilities

• • Customer onboarding & training: Facilitate a seamless customer onboarding and training process with Fliplet as they grow
  • Project management of a large number of projects: liaising with our large clients to ensure projects run smoothly and help them utilise Fliplet successfully
  • Support and assist our customers:
    • • Work with customers to design and build their apps, ensuring they are tailored to the customers’ objectives and strategy so that the app continues to provide value, long-term satisfaction and growth
      • Be the main point of contact for any customer questions
      • Respond to client requests or questions via Intercom software, troubleshoot and escalate bugs to the Product team
      • Following training, you will help customise apps with bits of code (basic web programming with HTML/CSS)
  • Support new features development:
    • • Help review and test new features before they go to clients
      • Assist the internal Growth and Product teams with product insight and feedback, always keeping in mind the customer’s perspective
  • Client retention & upgrades:
    • • Work with customers to gain customer testimonials and referrals
      • Supporting Account Managers with customer renewals; proactively identifying and prioritising resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe
  • Promote Fliplet’s capabilities to make customers as successful as possible (improvements, updates, new initiatives, maintenance)

Personal attributes & experience

• 3+ years professional working experience
• 2+ years experience in a similar role within the software industry (customer success, account management, implementation consultant, client training & onboarding, etc)
• Experience with a SaaS product is desirable, though not essential
• Tech-savvy: very good level of IT literacy & ability to learn new technologies quickly
• Experience dealing with remote teams operating in different time zones, working with multiple clients and managing your time autonomously and effectively
• Experience managing multiple projects at once
• Highly organised and able to work well under pressure
• Customer focussed – ability to recognise the importance of our customers and willing to cooperate with them fully to help them achieve their objectives
• Commercially savvy – an understanding of the importance of Customer Success in increasing revenue for the company
• Achievement focussed – determination to meet high standards and exceed norms and expectations

You may also be a good fit for the role if you have: 

• Previous knowledge of CSS/HTML would be an advantage
• Experience working in or with companies of 500 staff or larger
• An entrepreneurial attitude – you aren’t afraid to suggest new ideas and processes to make us better
• Creativity – ability to generate new ideas and to recognise and build upon the ideas of others
• Inspiring and engaging communicator

Perks and Benefits

At Fliplet our team is our best asset. We are surrounded by smart and talented people who value hard work and who always want to improve. So we want to create the best environment we can to empower them. Some of the benefits that help us do this include:

Diversity

We believe innovation thrives in teams where diverse points of view come together to solve hard problems. We will always seek out those who can bring diverse life experience, diverse educational background, diverse culture, and diverse life experience. We’re open to learning how your perspective will bring something unique and valuable to our team.

Interview process

Stage one: Screening call [20 mins]

Stage two: Initial task [1 hour, from home]

Stage three: Video interview [30 mins]

Stage four: Final task [Up to 3hrs, from home]

Stage five: Final interview [1 hour]

You should apply if what we’re doing here at Fliplet excites you and you recognise yourself in our values! If this sounds like you, please email your CV to: careers@fliplet.com

Thank you for your application!