Customer Success Executive

At Fetch we take pride in offering world class technology for the Hospitality and Services industries. We’re now lining up our next superstars. As a Customer Success Ambassador, you will be an integral part of our business, ensuring our customers receive best in class value from our payment, tipping and donation products and services.

If you are results driven and full of purpose, then there’s no better time to gain valuable experience with a commercial placement at FETCHpay. We’ll give you the environment, training and the responsibility you need to thrive and flourish, all whilst you make a real difference as part of our Customer Success team.

Reporting to our UK Customer Success Manager you will:

• Liaise with our new clients to ensure they are onboarded and activated to the highest standards.
• Work with them to make sure they have everything they need once launched to help them succeed in their FETCHpay journey.
• Shape and own the administration process for the Customer Success team for all FETCHpay products, including the use and deployment of marketing collateral.
• Own the administration of the customer once onboarded and maximise retention once they are activated, driving engagement and usage.
• Help the team to drive revenues through promotional activity.
• Build out options for customers to utilise the widest range of our products and work with the sales team to deliver new sales opportunities.
• Build strong relationships across multiple areas and contacts within the customer organisation to increase exposure and grow accounts.
• Utilise internal relationships to grow knowledge and aid customers.
• Identify, develop and promote potential integrations that are relevant to the customer.
• Obtain reference sites, write up and publish case studies and facilitate referrals into the sales team.
• Provide onsite and online demos of core and wider products, at an overview and detailed level where required.
• Provide reporting in a timely and accurate manner in accordance with established client expectations and work with your colleagues to identify larger business development opportunities.
• Contribute to how best to administer Marketing and campaign initiatives for better customer success.
• Work with the Finance team to produce ongoing revenue reporting and metrics to measure success.

About you:

• Ability to truly hear what your customers and your team needs.
• Strong people skills with a mindset to provide solutions that work for our customers.
• Influential, agile and able to adapt and prioritise in a fast-paced environment.
• Works well on own initiative.
• Relationship management and interpersonal skills to include, experience in achieving credibility and building strong customer relationships at all levels.
• Thrives in a fast-paced workplace environment.
• Always thinking customer first.

Desirable skills:

• Tech savvy!
• Open and good communicator, with an empathy for customer problems that allows you to identify solutions.
• A great listener – knowing what the customer wants.
• Being comfortable with change, things change, often when you least expect them to.
• A problem solver, mobilising your knowledge and resources when needed.
• Attention to detail – it’s always the small details that catch you out.
• Verbal reasoning; understanding customer problems and translating them to conclusions that work.
• Working knowledge of Salesforce or similar.
• Ability to activate onboarded new customers and optimise our services.
• Analytical mindset to deliver customer insight from trading activity to drive retention and drive upsell opportunities.