[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.ResponsibilitiesManage multiple customer projects, ensuring timely, high-quality deliveryGather comprehensive requirements from customers and draft accurate service estimatesDevelop detailed project plans with clear timelines and deliverables, ensuring they remain up to date throughout the project lifecycleUtilize 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 solutionsCollaborate with developers to ensure successful app delivery, bridging the gap between client needs and technical implementationEscalate customer issues to appropriate internal teams for resolution, providing consistent follow-up and feedback to customersMaintain regular communication with customers to provide project updates, gather feedback, and ensure their satisfaction throughout the project lifecycleAssist customers in defining their goals and success metrics, including key milestones, testing and usage targetsEstablish a clear Onboarding Project Plan with timelines and milestones for new customersImplement proactive measures to prevent issuesServe as the customer's primary point of contact during project deployment, ensuring their concerns and feedback are communicated to internal teamsDevelop customer relationships and identify new opportunities to strengthen themIdentify and mitigate project risks and adjust plans to ensure satisfactionAdvise on best practices for Fliplet use and suggest future use casesAdvocate for customers in internal meetingsHelp run and continuously improve customer success plays to strengthen client relationships, drive value, and proactively reduce churn riskDemonstrate deep product knowledge and provide tailored recommendations to meet customer needsAdvise customers on HTML and CSS techniques to enhance app functionality and appearanceCollaborate 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 projectsSchedule and conduct training sessions, guiding new customers through Fliplet’s initial setup and configuration, key features and functionalitiesProactively offer suggestions and solutions to improve the customer's experience with Fliplet appsEnsure customer issues and bugs are logged through the Support teamProvide demos and training to keep users informed about updates, new features, and industry trendsAssess training impact and suggest improvementsSkills2-3+ years of professional experience in a similar role and/or companySaaS experience is highly beneficialExceptional project management and organizational skills: Ability to develop and execute detailed project plans, ensuring all deliverables are met on time and to a high standardStrong communication and interpersonal skills: Effectively gather requirements, provide clear updates, and manage customer expectations while fostering strong client relationshipsMultitasking proficiency: Manage multiple projects without compromising qualityAdvanced problem-solving with a proactive customer service mindset: You proactively tackle challenges and escalate issues when necessary—always doing your homework firstProficiency in customer relationship management (CRM) tools like HubSpot: Utilize CRM tools to track progress and manage customer interactionsCollaborative team player: Work closely with developers and other stakeholders to successfully deliver custom solutionsTechnical proficiency in web programming languages (HTML/CSS): Leverage technical skills to build prototypes, and contribute to the implementation of customer-specific solutionsExperience using AI to accelerate the delivery of CS work, code and learning new skills or technologiesOrganised and Composed: You thrive in high-pressure environments, maintaining structure and focus to get things done efficientlyCollaborative Growth: You actively seek out feedback with an open mind, focusing on understanding rather than defendingExcellence-Driven: You're determined to surpass expectations, consistently striving for high standards and continuous improvementStrategic Communicator: You are confident engaging with senior stakeholders and can adapt quickly to dynamic situationsEntrepreneurial Mindset: You're proactive in proposing new ideas and refining processes, always looking for ways to drive improvementCreative Thinker: You generate fresh ideas and actively build upon the contributions of others to drive innovationBenefits20 days annual holiday for full time employees, rising with service, plus 8 bank holidays per yearAnnual budget for your professional development£1,000 annual budget towards your health, wellness & equipmentFundraising budget to support your charity endeavoursEligibility for enrolment into our Share options scheme so all employees can be part of the company’s successA 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 companyGreat culture: A warm and friendly team, regular socials and company events, both in person and virtualCompany OverviewEnterprise app platform to create, manage and securely distribute apps without writing code or creating designs. It was founded in 2009, and is headquartered in London, England, GBR, with a workforce of 11-50 employees. Its website is http://fliplet.com.