Customer Success Executive

Salary: £24-28k

Reporting to: Head of Customer and Partner Success
Location: Newcastle City Centre, Maybrook House, Grainger St, NE1 5JE.

About us

MySalesCoach has a mission to give sales professionals the sales coaching they deserve and need to achieve their potential.

Launched in January, this represents an opportunity to join a hugely ambitious start-up at ground zero, with a founding team who have previously grown 2 successful SaaS businesses, with the support of an incredible list of angel investors that includes 10 tech founders and leading investors.

Taking the lessons learned from previous successes, MySalesCoach feels like our destiny. The three founders have each lived in the centre of the world of sales coaching for the last decade. 

We have seen the sales coaching dichotomy that holds back most sales people. Their organisations cite coaching as the most important role of their frontline managers, countless studies show the unparalleled impact of great sales coaching, and yet by their own admittance, most managers spend less than 5% of their time coaching. Worse than that their teams feel they get less than half of the amount of coaching managers claim.

We solve this problem, matching the best sales coaches with sales teams, as a subscription service, to deliver 1:1 personalised coaching and group coaching sessions to learn from peers.

We don’t want to be boastful, but things are going really well. We are well ahead of our ambitious plan, aiming for £1m in revenue in our first 12 months and best of all, sales teams are loving and valuing coaching sessions, with an average score of 9.3/10.

With customers already all over the globe, at companies including Slack, Hubspot and Adobe, we are looking for amazingJo people to join us on our exciting mission.

Working at MySalesCoach

Let’s start with our 9 day fortnight. You’ll have every other Friday off, in addition to your generous holiday allowance. Life-work balance is dear to us. Our commitment and ambition as individuals and a team is beyond question, but this is in passion and drive, not the hustle.

In our previous start-up, we were recognised as one of the top SaaS companies to work at in the UK, and those principles and values are replicated. Good people. Talented people. Individuals driven to learn, develop, amaze our customers and achieve impossible dreams.

Today, we are a tiny team. Together with our amazing coaches and investors, our plans are great. And we’d love you to consider being part of the team.

Based in Floe in Newcastle, with dedicated space in the co-working community, we love spending time learning together in the office, especially in our early days here, although appreciating the values and flexibility of remote working.

22 days holiday (alongside our 9 day fortnights with 26 Friday’s off), pension and share options to ensure all are a part of our success, is MySalesCoach the place for you to learn, be happy, succeed and thrive?

The Role

Working closely with the Head of Customer Success, your main role will be to onboard, support and help customers to make the most of their MySalesCoach subscription. 

Making sure that customers achieve a ‘wow’ moment as quickly as possible is vital to ensure that they engage and continue to benefit from coaching. Making sure that we match coachees to the best independent expert coach is a crucial part of this process. 

We’re expanding our customer success team and need an amazing new Customer Success Executive to work on a range of customer accounts and projects supported by our Head oif Customer Success and the rest of our team.

You’ll be required to: 

Initially become an expert in our software, services, coaches and processes, so that you can be an effective resource across supporting customers with their use of the above. 

Once you are confident in these areas, you will begin to take ownership of co-ordinating coaching sessions, ensuring that coachees are reminded and encouraged to book coaching sessions, attend them and provide feedback. 

You will also create reports on how people are using their coaching, both from a practical and topical perspective, that will enable strategic reviews with customers to be productive, insightful and a platform for renewals and upsell. 

In time, this will develop into running onboarding calls with individuals, matching them to an expert independent coach and supporting them through their journey, co-ordinating feedback and ensuring they have an incredible experience, and highlighting opportunities to get referrals and expansion within their companies. 

This can further expand to being the key point of contact for team customers, looking after their onboarding, coach matching and reviewing their value and usage of MySalesCoach, enabling them to recognise the value and deciding to renew. 

Your work will involve the following: 

Initially:

• Becoming an expert in MySalesCoach through shadowing, listening to calls, and using the platform.
• Spend time with our coaches to learn about them, the coaching they provide and the value to customers.
• Joining calls with customers and taking actions to administer and provide a better service to them.
• Collate reports on how customers are utilizing the platform and feedback for customers.
• Communicate with coachees to ensure they are taking part in the coaching process.
• Record data on our customers accurately in our CRM system and in line with our data policies and contractual agreements.

In time:

• Onboarding individuals and teams.
• Become the day-to-day contact for platform users, supporting customers through any questions/issues they may be have while setting boundaries and empowering customers to use our platform.
• Hold regular review meetings with customers throughout the contract to check objectives are being met and value is being delivered.
• Gain an understanding of the industries our customers are in and be the expert on your accounts - provide the Head of Customer Success with key information and metrics.
• Develop and maintain relationships with strategic contacts, delivering quarterly review meetings that ensure we communicate how to maximise value from the platform.
• Manage the contract renewals on your accounts, negotiating upsell and cross sell opportunities based on product usage, support time and reporting.
• Develop internal processes and resources to clarify and standardise best practice Capture customer feedback and work closely with our Product Team to inform platform direction and improvement.

What you’ll need: 

Essential: 

• People oriented personality
• Attention to detail
• Passion for helping others
• A problem solving attitude
• Emotional intelligence
• Confidence to share opinions
• Curiosity
• Resilience

• Evidence of excellence in sport, work, academia or another area of life
• Evidence of extra-curricular personal development
• Experience working with customers
• Experience using technology for work or education

You’ll be: 

• An entrepreneurial self starter who likes autonomy and wants to make a real difference to the company and its customers
• Enthusiastic and coachable
• Ambitious beyond your peers
• Outstanding in your ability to communicate and listen
• A team player with a customer-oriented approach
• Proactive in looking for opportunities, looking for growth and asking for help
• Embracing change, this is a young company that's growing fast, what works today may not work tomorrow and we’ll change where needed to win, you need to welcome change.

• Share options.
• Top customer success training and coaching from industry leaders.
• Access to an independent Customer Success Coach for regular 1:1 coaching. 
• An amazing working culture that appreciates work life balance.
• 9 day fortnights - every other Friday off!
• 22 days holiday (PLUS every other friday).
• Matched pension scheme.
• The opportunity to join a company at the very start of the journey and grow.

• Share a CV and a link to your LinkedIn profile. 
• Interview with the Head of Customer and Partner Success.
• Second stage interview with the Head of Customer and Partner Success and CEO.