ABOUT WILDGOOSE
From humble beginnings back in 2003, Wildgoose has grown into an award-winning market leader of employee engagement and team activities, with a growing list of licensees across the globe. Our mission is to bring people together with our world-class team-building events, delivering globally and on-demand.
In an ever-changing and challenging climate for the industry, we've pivoted the business to allow us to thrive in a virtual setting. Every week, we power over 200 events on our system and have continued to grow revenues strongly MoM after the recent business shift.
Pushing the boundaries in the realms of event design, content, technology and customer service, Wildgoose is one of the most respected and innovative team event companies on the planet.
THE ROLE
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:
- Sales (proactive). You’ll help to upgrade transactional clients onto an annual pass, selling them the benefits and onboarding them effectively so that they become loyal customers who spread the Annual Pass around their organisation so that renewal becomes a formality after 12 months.
- Sales (reactive). You’ll be able to help annual pass clients with their enquiries, understanding their needs and recommending suitable options from our portfolio.
- Marketing. You’ll work closely with our marketing team to advise on campaigns and ways in which to build engagement with our subscribers.
- Tech. You’ll be tech savvy and be able to have an input on new features that will make a positive difference to client spend and retention, and reduce churn.
- Product Development. What new product areas are clients asking for? Where are the missed opportunities? Your feedback from client conversations will be valuable to help shape this.
MAIN RESPONSIBILITIES
You will be responsible for a portfolio of Annual Pass customers (APC’s) and will need to:
- Proactively build relationships with key stakeholders to help to improve engagement with the annual pass. Prompt for new enquiries and new contacts.
- Motivate our APC’s to share their pass throughout their organisation to grow value for the client, building revenues and reducing churn rate.
- Be the main point of contact for new enquiries, advising clients on which of our products works best for their brief.
- Represent the voice of the customer to inform our sales process and product road map.
- Understand the key metrics which show good/ poor engagement and action accordingly.
- Develop different strategies and tactics to increase spend per APC, from seeking new contacts within the business to building a relationship with procurement departments. Providing excellent customer solutions so that the customer builds trust in Wildgoose and the products that we provide.
- Recommend new features that can help grow APC engagement and introduce clients to higher (yet to be developed) subscription levels.
- Collaborate with the engineering and development team to set up or configure our portal as per customers’ requirements and troubleshoot technical issues raised by customers
- Represent the voice of the customer to provide input into every core product, marketing and sales process
- Identify transactional clients who could be upsold onto the annual pass.
- Keeping CRM up to date with relevant contacts to ensure that marketing activity can be as impactful as possible.
OUR HIRING PROCESS
We pride ourselves on being a fair and diverse employer, with a transparent hiring process. Our interview process consists of the following few stages:
- An initial introductory chat with our CEO and US Head of Sales to discuss your skillset and previous experience, with an opportunity to answer any immediate questions you may have. This will be a key opportunity for us to really understand why you are interested in Wildgoose as your passion for our mission and vision is really important to us.
- A practical interview in which we will ask you to pitch to us the benefits of the annual pass and your views on how you would grow engagement with this product. We'll also use this as an opportunity to ask you further questions about your experience in certain scenarios.
- An offer!
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