Scurri has the vision of Connecting Commerce by optimising the ordering, shipping and delivery process for customers.

We are looking for a self-driven, enthusiastic and hands-on Customer Success Manager to help our customers realise and maximise how they use their Scurri product.

The Customer Success Manager will build relationships with, primarily, our key customers, become an integral part of their success and bring value to every interaction - from onboarding to renewal. This role requires a high level of attention to detail, love for our customers, problem-solving, technical skills and project management.

The Customer Success Manager will be dedicated to fulfilling customer goals, which will, at times, create the opportunity to introduce premium products and services. When customers are suitable for an upgrade, the Customer Success Manager is responsible for meeting with the customer and explaining how the additional product or service will benefit and add value to their business. The Customer Success Manager then passes the opportunity to the Account Manager to discuss and agree on commercials.

As someone who works directly with customers, the Customer Success Manager is responsible for advocating their needs internally to ensure company decisions consider the voice of the customer. Likewise, they are also an advocate for Scurri as they are in a prime position to significantly influence our customer base by explaining how we can meet their needs and follow through with implementation and helping our customers realise the value of Scurri.

This position is for a permanent role in our Wexford HQ, reports to the Head of Operations and will involve regular travel within Ireland and the UK.

RESPONSIBILITIES
 

• Builds relationships with customers and gains an understanding of their needs, ensuring they gain the total value of the Scurri product and services
• Research key customer wants and needs
• Identify solutions and best practices for customers wants and needs, implement/support the customer to implement and then measure success to ensure the customer achieves their goals
• Work with customers to design/improve and document their business processes
• Develop written and verbal proposals, presentations and submissions that effectively communicate potential solutions
• Work closely with product and engineering to develop compelling solutions that solve customer challenges
• Onboard new key customers
• Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage and adoption
• Develops customer relationships and, through collaboration with Account Managers, manage accounts to result in continued revenue generation and high levels of customer satisfaction
• Make data-driven decisions, regularly analysing and improving team processes by identifying risk factors and growth opportunities.
• Coach customers to be product experts and train their teams on Scurri methodologies, so they become increasingly self-sufficient.
• Maintain high levels of customer engagement and customer loyalty.
• Identify common customer challenges and actively suggest better solutions
• Support Account Managers where required with customer renewals and expansion opportunities
• Identify opportunities for customers to act as Scurri advocates (e.g. testimonials, case studies)
• Identify cross-sell and upsell opportunities, explain the benefits to the customer and raise the opportunity with the customer's account manager
• Builds relationships with customers and gains an understanding of their needs, ensuring they gain the total value of the Scurri product and services

Someone with:

• Strong technical skills
• Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment.
• A high level of accuracy and attention to detail
• Flexible approach, able to work effectively with uncertainty and change
• Outstanding communication skills
• Exceptional customer service skills
• Excellent time and project management skills
• Ability to prioritise and meet critical deadlines
• A high level of accuracy and attention to detail

And who is:

• Comfortable and willing to be a hands-on contributor, on-site with customers
• Driven, self-motivated, enthusiastic and with a "can do" attitude
• Empathetic, with a positive attitude with a desire to help our customers succeed
• Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment

Requirements

• At least 4 years of customer success experience, preferably within a SaaS organisation
• A Technical/Engineering related third level degree
• Experience working in a startup, SaaS or e-commerce environment
• Strong track record of identifying customer needs and successfully implementing long-term solutions
• Ideally, have some experience working in a startup, SaaS or e-commerce environment
• Experience designing and improving business and customer processes
• Experience in a technical support engineer role would be an advantage
• Project management skills and qualification, ideally experience with agile or Lean
• Knowledgeable of multiple mobile platforms, operating systems and internet
• Full and clean valid drivers licence
• Able to work and travel freely within Ireand and the UK / EU area
• No reason to stop you from getting short term working visas for other countries (such as the US, Canada and Australia)

At Scurri we feel it’s important to hire highly motivated and talented people, make sure they are looked after and to give them the tools and the freedom to get things done. We provide an open and positive work environment while ensuring our employees have the work/life balance they need. Work is not only challenging but interesting and rewarding as well. We encourage employees to grow and develop throughout their career. Additionally, we definitely like to have fun as well. Our main requirement is that you follow our values and focus on the mission. For the second year in a row, we are proud to be recognised as a “Great Place to Work”

• Company pension - Matched employer contribution
• Company Health Scheme - VHI
• Company Employee Share Option Plan (ESOP)
• Snacks - Tea, coffee fruit, ice cream and other surprises to keep you fuelled
• Discounted Gym Membership
• Cycle to work scheme
• Ongoing wellbeing programme which includes massage sessions, nutrition talks and more!
• Annual company day, regular all-company socials
• Social Club - Camping, Kayaking, nights out etc
• Ongoing Training
• Paid volunteer time
• Ultra modern offices and facilities