Customer Success Coach

Description:

Full Job Description

Timely has come a long way since our inception in 2011. We’ve grown an online community of over 50,000 beauty professionals across 100 countries that use our cloud-based business management software to book over 35 million appointments a year.

In 2021, we were thrilled to join forces with EverCommerce, a US-based leading service commerce platform who offer a suite of integrated SAAS solutions to over 500,000 customers globally.

Now, we’re ready to level up and take our success to the next level

Our Mission? Build the leading platform for beauty professionals.

We’re more than a software company, we’re creating a community to power the world’s most loved client experience, and we’re looking for the right people to jump on the rocket ship with us and lift off.

This is where you come in!

You’ll help our customers go from a freshly activated account, and get them set up in the key areas of the platform that will make them successful. You’ll help them get their services set up, add all of their staff, set up their automated reminder messages, and make sure they’ve downloaded the iOS app so they can manage their business on the move. You’ll also act as the interface between the customer and our data migration team. The aim of the game is a successful customer who is getting the absolute maximum out of our solution.

While this isn’t a “sales” role, it will definitely involve selling. You’ll need to carry on the conversation that the sales team have had and reinforce the value of Timely. You will need to be sales savvy as you’ll be required to pitch the value of the wider solution and encourage customers to adopt new ways of using the platform.

You'll be working with our most valuable customers. So you’ll need to be an excellent communicator and capable of quickly building a rapport. You’ll be a problem solver, but you’ll also be a deft hand at handling objections and guiding conversations. You’ll be just as comfortable on the phone as you are via chat or email.

We’d love to hear from you if…

• You have previous experience in a training, customer support or sales role
• SaaS experience will be a big plus, but not essential
• Experience in the beauty and well-being industry will be a hugely beneficial and is our preference
• You’re a strong communicator, both written and orally, and are the most organised person you know
• Working autonomously is your thing, you have a strong work ethic and are confident to manage your time effectively
• You’re motivated to succeed both individually and as part of a fast growing company
• You can work independently and as part of a team and understand that we succeed together
• You understand people and business: you relate well to business owners, and naturally empathise with the challenges they face every day.