Customer Success Specialist

What’s the Customer Success Specialist role all about?

Our Customer Success team develops collaborative and supportive working relationships with our diverse customer base to ensure adoption and use of the Orlo platform. We work with all of our customers to discover their business needs, objectives and committed obligations to help them get the most out of our digital conversations platform.

We take pride in making sure our customers get as much value as possible out of our solution, with training and support provided throughout the entirety of their time with us. Working closely with all internal stakeholders, at every step of the customer journey, we genuinely care about delivering the best customer experience possible to new and existing clients.

What are the key responsibilities? 

• Account management of a range of clients
• 100% compliance with our customer success processes
• Look at new ways to engage with our customer base
• Familiar with the current social landscape
• Assist the Customer Success Managers when required
• Assist the Customer Support team when required
• Where necessary, deliver onsite training to customers
• Hold conversations with prospects, supporting the Sales team, in the pre-sales process

What would Orlo love from you? 

• Without sounding cliche, we’re looking for someone who’s organisational skills are second to none, who loves working in a structured way and who has no problem working to deadlines. 

• We’re looking for someone who is confident to deliver training both virtually and in-person to large groups of people.
• A desire to really ‘own’ your role, taking your accountabilities and responsibilities in your stride. 
• Experience of working in a social media/digital role within a Communications Department or Customer Services team/Contact Centre environment
• An understanding of CRM platforms - especially if you’re a Microsoft Dynamics 365 whizz.
• A truly customer-centric person, who’ll go above and beyond to delight their customers. 
• The boring bit… a clean driving licence.
• Bonus points if you’re able to speak another language fluently too.

Why will you love Orlo?

First things first, you’ll be joining a fun and inclusive team of grafters who genuinely do give a sh*t about each other and their customers. We offer a flexible work environment, 25 days holiday, a competitive salary based on experience and the opportunity to earn an annual bonus. 

Orlonians love to work hard and have fun along the way, and on top of that, we’re a curious bunch - continuously learning and growing is important to us, so we offer training and development opportunities to all of our team.

Our recently revamped office is perfectly located right in the heart of Birmingham’s bustling city centre, just a hop, skip and a jump from New Street Station. With a fun and inclusive environment, all the tea and coffee you can drink and great views of the city, it’s a great place to work - but we do offer flexitime and remote working too.

Think this role is for you? Click "Apply" below, and send us an email, we can't wait to hear from you.