Who We Are
Indeemo is a scaling, research technology company on a mission to empower positive impact through empathy.
We do this by blending the best of mobile, video and AI technologies to help Market Researchers and Experience Designers remotely research what really matters to their users and customers.
Our SaaS platform is used for Market Research, UX/CX and Healthcare Research across the globe by clients ranging from Research Consultancies to Startups to Global Brands.
For more info on what we do, watch this quick video: https://youtu.be/NAViC2wnY-o
Who You Are
A proactive, systematic, Customer Success professional who relentlessly focuses on ensuring your licence clients are actively using our platform.
You are customer centric, a self-starter who constantly educates our customers on how to maximise their use of our platform and identifies commercial opportunities on how they can get more value from it.
Polite, friendly and warm yet commercial and inquisitive. You would describe yourself as a tech savvy, customer centric person who always goes the extra mile.
You are a multi-tasking ninja who constantly prioritises your tasks based on your must-dos and is comfortable managing multiple tasks and customers at the same time.
You pride yourself on your responsiveness and on delivering an unforgettable customer experience that consistently exceeds client expectations and as a result, your customer success targets.
Your Day to Day
- Provide our customers with a 6* customer experience from onboarding to licence set up, to first project to converting them into life-long, repeat licence customers.
- Specifically, you will onboard new customers, reply to their inquiries, do regular customer success calls, do online product demos / training, prepare quotations, train / advise client on how to set up research projects, provide ongoing customer support, collate product feedback, identify marketing case study opportunities, collect reviews / testimonials and manage the customer relationship with a persistent focus on active subscription usage and subscription growth.
- Maintain a portfolio of customers and be responsible for achieving active subscription usage, and churn / retention / revenue growth targets through customer success.
- Ensure that all customers are actively engaged and use their subscriptions including regular updates on product capabilities, advice on how clients can best leverage the platform for their research and regular check in calls / demos to empower and mature accounts.
- Be a product expert who can quickly understand client needs and explain exactly how they can leverage the platform to do their research.
- Continuously educate and empower your customers by establishing a consultative, trusted advisor relationship with them that is focused on maximising their long term success using our platform.
- Ensure accurate and up to date records are maintained on all customer interactions, from preparing quotations to detailed call notes and updates for feature requests etc.
- Collate trends and feedback on the product from customers to share with the product team to guide the roadmap.
- Work collaboratively with your customers and other internal support teams to activate and support client research projects.
- Juggle multiple projects at a time, while maintaining excellent attention to detail and prioritising key tasks.
What You’ll Need to Excel in this Role
- 5+ years recent experience in a customer success position at a SaaS focused company.
- Excellent listening, negotiation, communication and presentation abilities.
- Confidence working in a very consultative and conversational way to figure out client needs and then solve them using the platform
- Constant curiosity about what else your clients need and identifying commercial opportunities to cross sell / upsell solutions to solve them.
- A strong commercial awareness that constantly wonders what else our customers could use our solution for.
- A solution oriented mindset and the ability to think on your feet.
- Ability to demo technology and articulate to customers what they can achieve by using it
- An obsession about ensuring that our customers have a seamless experience in every interaction they have with us from onboarding onwards
- Resourcefulness, flexibility and care: our industry is evolving quickly and constantly changing. Being comfortable with change and willing to adapt to it is a critical requirement for you to excel in this role.
- Knowledge of Qualitative / UX research is a definite bonus.
- Experience in an SME / start-up environment is strongly preferred.
This business is growing, and the role offers endless opportunities for the right candidate to grow and fulfil their potential within this fast-growing team.
Our Hybrid Approach to Work
At Indeemo we recognise the evolution that has taken place when it comes to hybrid working. Our hope is to achieve a balance between working in the office and from home that makes sense - to achieve flexibility while maximising communication, collaboration, creativity and productivity and preserving our company’s amazing culture.
Your first 3 months in the role, you will be required to be on-site at our offices in Blackpool 4 days per week - Monday to Thursday. Once you have completed 3 months with the team, you will have the option to scale back to 2 days per week on-site.
Life at Indeemo
At Indeemo, you get to join a diverse team of extra milers who are obsessed about delivering an intuitive product and an unforgettable customer experience.
"We value action over talk, collaboration over individualism and progress over perfection.
We care about our work and we always look after each other. We know that what we each contribute on a daily basis has a direct, positive impact on the lives of the people who benefit from the research we empower. We never forget our duty of care when it comes to protecting the privacy of our users and customers."
Aside from a competitive salary, health insurance and the opportunity to join our company's share options scheme, you’ll get to join a world class team with an amazing culture and exceptional work ethic.
If you love being challenged and properly engaged, if you are keen to grow and thrive in an environment of continuous improvement, if you are resourceful, flexible and comfortable evolving in a fast-moving technology and customer centric environment, then there is limitless opportunity here for you to grow.
We look forward to hearing from you.