Technical Customer Success Manager

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.

What will you do:

• 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.

Your areas of knowledge and strengths that matter most for this role:

• 3+ years of professional experience working with technical operations and ideally SAAS.
• 5+ years of professional experience of support, operations, technical project management or similar technical BA/project work.
• Exposure to things like: browser developer tools, software logging platforms and Google Tag Manager.
• Experience working with technical tools like Postman or Zapier, and onboarding/reporting APIs.
• Ability to work autonomously and at times with high ambiguity.
• The skills to work with clients directly to get value from our platform.
• Curiosity and inquisitiveness to bring back operational requirements and features, prioritising pain points based on value to the customer or team.
• Technically minded with the ability to make your way around software, tools and system set up and management.
• Willingness to ask questions to understand the root problem or desire and fully grasp the why, to add value where it matters.

Extra things that matter to us:

• Organised and high attention to detail.
• Dynamic working style with the ability to adapt with shifting context quickly.
• Strong stakeholder management, good with people and enjoy interfacing with engineers, product managers and our clients.
• Able to create high quality recommendations for the next phase of how operations should work, and the tooling we should build internally to improve support or scaling.
• Adept at translating complex technical jargon into plain language.
• Happy to conduct service review, incident management and other operations conversations with our customers directly.
• An understanding of the UK hospitality industry and insight into how digital marketing teams operate would be beneficial.
• Experience with Shopify or similar e-commerce platforms would be a valuable plus.
• Experience working in software, and teams building software.
• A willingness to ask questions and listen to feedback.
• A desire to level up and quickly advance in this space.

Our Team & Culture:

We are a team that values output and contribution. Each person is expected to take ownership and lead in their area, challenging the status quo and striving for success. Our environment is high output, fast feedback, and we enjoy the challenge of helping customers run successful, data-driven marketing campaigns. We hire the best people who are fun to work with and who bring value to every discussion and outcome.

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.

Our Interview Process:

• Stage 1: Recorded Video Interview using Willo.
• Stage 2: Case Study Prep and Submission.
• Stage 3: Live Case Study Review. This will be a 1 hour google meet with 2 members from our team to review your case study submission.
• Stage 4: Culture Add Interview. This will be a 1 hour google meet with 2 members from our team to evaluate culture add and organisational values alignment.

💰£35,000 - £50,000 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

This is a fantastic chance to join a dynamic and growing company where great ideas thrive, diversity and inclusion are valued, and employees are empowered to achieve their highest potential, driving Guestwise's growth and success.

We're an employer that believes in equal opportunities. All applicants will be considered for employment without any bias towards race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.