Customer Success Specialist (Onboarding)

London

LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a fully customised loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

Today LoyaltyLion works with over 6,000 fast-growth ecommerce retailers. Our mission is to help them succeed in the age of Amazon, where they may not be able to compete on price and logistics but can offer a better customer experience. One that makes customers feel valued, rather than like they are just another number.

Role information

Here at LoyaltyLion we’re shaking up the way ecommerce retailers do business. We’ve grown from a company of 8 to 50 in the last two years and from 300 retailers using our platform to over 6,000 today!

As our new Customer Success Manager you will have your finger on the pulse of our user onboarding journey.

We exist to help ecommerce retailers succeed. You will be working with our merchants on their loyalty strategy and launching their loyalty program using our platform, and calibrating things just right so that their customers feel valued and so they can start seeing a tangible ROI from their loyalty program from day one. To excel at this you’ll need great knowledge of our product but also the ability to position yourself as an expert in the field of loyalty (don’t worry we will train you!)

Just as LoyaltyLion is a platform for our customers to succeed, we want to be your platform for success, too. Here you will have opportunities to grow, real career development and you will have a tangible impact on our company and product.

Some of the things you'll be doing:

Advising merchants on their loyalty launch strategy (don’t worry we’ll train you)
Onboarding merchants onto our platform by helping them properly calibrate their loyalty program
Supporting our onboarding team in broader initiatives designed to improve our offering
Collating and feedback on the product requests from merchants
Working closely with other teams – including the development, sales and marketing
Using data to make great recommendations to our merchants when it comes to their loyalty programs

What we’re looking for:

12-24 months + in a similar Customer Success role, Account Management or maybe you have been working in Support and want to take the next step in Customer Success
Fantastic written and verbal communication skills
You’re already confident interacting with customers over the phone, VC and email
Not afraid to ask for help or escalate difficult issues

What we offer:

Throughout COVID-19 we are working remotely for the time being, although our regular office is located in Farringdon. We’re committed to supporting anyone that joins us mid-pandemic in a way that enables you to; onboard smoothly, integrate with teams and feel a part of the team. In addition to this we offer:

Be part of the the first 75 employees that drive the future growth
Join at a major inflection point – ecommerce is booming and with it the demand for loyalty software like LoyaltyLion
Brand new Macbook, magic keyboard and any other tech or equipment you need to do a great job
Remote working
Flexible working
25 days holiday + bank holidays + carry 13 days holiday over into the next holiday year
Company days out and events (virtual for now)
Home office budget
Cycle scheme
WeWork All access and an office space (post lockdown).

We’re constantly reviewing our perks and benefits and are currently looking to introduce a new set of benefits for the ‘new way of working’ for the time being.

£27,000 – £33,000 per annum dependent on experience + benefits