POSITION Customer Success Manager (Wildgoose USA)
OFFICE HOURS Monday to Friday with our core office hours being 10.00-16.00
We offer employees flexibility around those core hours and it is up to the employee to fulfil the contracted hours as stated in their contract of employment.
Please note that there may be some unsociable hours required as part of this role
OFFICE BASE We don’t have an office so Wildgoose works on a Remote-first set up
although you would need to be based on Eastern or Central time zones in the USA. We use a shared office app called Desana which allows you to work in local workspaces.
TERMS 37.5 hours/week - Reporting to Senior Customer Success Manager (based in the UK)
SALARY $50,000 - $70,000 per annum + medical insurance
TARGET Wildgoose has a target for double-digit growth in the next 18 months and your role will play a valuable part in that.
BONUS SCHEME Wildgoose runs a company bonus scheme whereby 10% of the Net Profit for the UK and US combined is divided up between the team based on a points based system which is linked to experience.
Wildgoose started with a simple mission: to bring people together through games to create memorable team experiences. In 2004 our MD, Jonny, delivered paper-based treasure hunts to customers looking for a fun way to connect; today we’re delivering thousands of technology-based team activities across the world, through our award-winning app Mobile Adventures. We have great ambitions: to show the world that corporate team building doesn’t have to be purchased and run in the ‘traditional way’ and that wherever you are in the world, you can join in that shared experience. We’re proud of where we’ve got to but we’re still growing. And that means we need more brilliant people who share our ambition, to join in with the next, most exciting, part of our story.
OUR VISION & VALUES
Our vision is to provide world-class team building activities, on-demand, across the globe. Everything we do is geared towards making that happen and whilst the UK and the US are our key markets, our reach has the potential to be much wider. By making our products more accessible, easy to purchase and affordable, we are leveraging our unique technology and disrupting the way people think about and access events and team activities and we’re looking for the best people in the world to join us on our journey.
We're on the lookout for a proactive Customer Success Manager to engage and grow our US subscription client base. With the launch of the Wildgoose Annual Pass in 2020, we are looking to hire someone who will understand and nurture our customers through ongoing collection and analysis of data and feedback, turning this into onboarding and retention strategies as well as feeding into the product development road map. You'll be involved in all aspects of support, account management, demonstrating the product, educating customers and managing renewals. You'll work cross-functionally with other departments and appreciate the impact all areas have on Wildgoose's success:
You will be responsible for a portfolio of Annual Pass customers (APC’s) and will need to:
CUSTOMER SUCCESS MANAGER
You should only apply if you:
Have a minimum of 3 years sales experience within a subscription-based sales team with a proven track record of securing and growing customer accounts.
Are excited to be part of a fast-growing business that is disrupting the team building sector and is not afraid of doing things differently!
Have experience of working for other progressive organisations that value its employees and where you value the importance of team engagement activities.
Are tech savvy with a passion for understanding how customers are using our technology and how it can be improved to benefit the customer experience.
Thrive in an environment of continuous improvement.
Have experience of working with senior leaders and decision makers from a global, corporate client base.
Feel comfortable presenting to clients remotely over video calls.
Experience in using a CRM (ideally Hubspot) and apply a structured process to accompany your sales flair.
Live in the USA, ideally on the East Coast or Central time zone (this is to allow for close working with the UK headquarters) and are happy to work remotely.
It would be a bonus if you:
Have experience of the events/ team activities/ team engagement industry.
Have worked with subscription models and have experience in onboarding clients and reducing churn rate.
Bring a client list of prospects that could be interested in using Wildgoose.
Are willing to travel from time to time to trade shows in the US and to the UK for company get-togethers.
The non-negotiable elements for any future Wildgoose employee!
Culture is key to the success of any new starter at Wildgoose both for you and for us. Therefore as an absolute minimum, we are looking for new starters to be able to work to the following values:
Go for It - we have a ‘can do’ attitude and are passionate about growth and realising our potential.
Offer Support - we encourage and support the Goose family, inspire each other and help make every day fun and worthwhile.
Open & Honest - we treat others as we wish to be treated - with openness, honesty, fairness and compassion and we always aim to do what’s right.
Strive for Success - we always exceed expectations, delight our clients and colleagues and aim to continuously improve.
Expanding Horizons - we are bold, think big, think out of the box and always play a part in leading the way.
Why work with Wildgoose?
This role provides a great opportunity for somebody looking to develop their skills in sales and to play an important part in the growth and success of our US business. As well as all the standard stuff you receive for turning up to work you’ll also get:
Time to Volunteer
We recognise that ‘giving back’ to support worthy causes and charities is not only good for our own well being but also provides great value to the community too. As such, we provide all staff with the opportunity to take two days each year to volunteer for a charity or worthy cause of their choice.
Remote Working + Casual Working Space
We are a fully remote company and all team members work from home on a full-time basis, however, we offer all staff the ability to use co-working spaces to meet other staff or have a change of scenery occasionally from their home working environment via our office solution with https://desana.io/.
This enables the team to easily find and book desks and meeting rooms across a global network of flexible workspaces via the dedicated Desana app.
Whilst we are a dispersed team across a number of countries, we still want to enjoy time together in a face-to-face environment too where we can build relationships, have fun and support one another. That’s why we will aim to organise ‘Team Meet Ups’ at suitable times to get the whole Goose Gang together (Covid permitting). This will be at least 1-2 times a year (and often more) based on the requirements of the business.
Monthly Team Social - last Friday of month
As a team, we recognise the importance of letting our hair down a little at the end of the month to enjoy some fun. We organise a monthly virtual fun activity to enjoy as a team on the last Friday of each month. This could be anything from a fun team challenge to origami!
We know that being in the ‘work zone’ varies for us all. Some people love to be up and at their desk early whilst others feel at their most productive a little later in the day. That’s why we provide flexibility around the times you start and finish your day. We just like to ensure that the whole team is accessible and online between our core hours of 10am - 4pm so we all know we can contact people.
Helping you maintain a healthy lifestyle - Employee Assistance Programme (EAP)
As a company, we subscribe to a paid-for service for our team to give them all access to helpful information on health, wellbeing and life in general. Everything from information and advice on creating a sensible work-life balance to planning for your retirement. Loads of great articles, resources and information.
Lazy Goose Day at Xmas
The day after our Xmas gathering (whether virtual or face to face) is our ‘Lazy Goose Day’! This provides the team with a chance to enjoy a relaxed day (possibly recovering from the celebrations!). All we ask is that you are available to be contacted during the day to respond to urgent calls and emails but we don’t expect people to be at their most productive on this day!
And so much more!
As a fast growing business we rarely stand still and we embrace change. However we will always put our team at the heart of what we do.