Customer Success Coordinator

Graduate Programme - Customer Success Coordinator COE 

Fospha

Fospha is a Mar-tech scale-up with an exciting, differentiated product that is beginning to realize our serious growth ambitions. We provide a marketing measurement product for eCommerce brands, helping them navigate the complex world of digital advertising across channels like Google, TikTok and Meta. We are offering the opportunity to join as a Customer Success Coordinator and rapidly progress in our Customer Success team, developing marketing and attribution expertise. There will be future opportunity to move departments (e.g. Product or Sales) once you have gained the domain expertise required to succeed in delivering the best possible experience for our clients.

In the last 12 months, we have:

• Re-platformed our product to enable the next phase of our growth

• More than tripled our customer base, including adding many of the UK’s best-known brands

• Become certified as TikTok’s (only) measurement partner

In the next 12 months, we plan to:

• Triple the customer base again (Q1 2023 was our record quarter for growth)

• Continue expansion into the US and EU

• Realize our ambition of being the de facto best measurement product for eCommerce brands in the world

Why Us?

Many problems are difficult to solve, especially at scale. They take the right team and environment. We are a mix of individuals from data scientists and engineers, product people, marketers and entrepreneurs. We have very different personalities. We are united by a set of values, by a passion for solving big problems.

Visit our careers page - Careers At Fospha - to learn more about our core values and working at Fospha!

Role and key responsibilities:

• Support and learn from Customer Success team on matters specific to Fospha clients

• Own and project manage client onboarding, ensuring quality for our customers

• Become a go-to expert in Marketing and Fospha products and provide training sessions to clients and on-going support

• Ensure the timely and successful delivery of our solutions according to customer needs and objectives. Tracking JIRA tickets through to completion

• Forecast and track key account metrics, identify and help realise upsell opportunities: grow opportunities within customer base and collaborate with our sales team to ensure growth attainment, and realise upsell opportunities

• Track client health scores, creating mitigation plans for at risk clients to ensure renewal

• Independently prepare and deliver insight meetings to clients, highlighting their marketing performance, providing recommendations on ad investment and progress against their goals

• Build and manage key client stakeholder relationships

• Continually strive to provide the best customer service possible and exceed expectations

Professional Requirements:

• Working knowledge of MS Excel (formulas, pivot tables, visualisations) and MS PowerPoint

• Enjoy working with data; pulling reports & data analysis to get the best insights to our customers; experience with data visualisation is a plus

• Capable of producing high quality presentation decks for client meetings, overall owner and responsibility for getting contributors to provided content on time

• Demonstrated interest or experience in Search or Social marketing (internships and contract work count!), marketing experience (google analytics), understanding of performance marketing

• Ability to build strong working relationships both with colleagues and clients

• Effective verbal and written communication skills

Personal Requirements:

You will be able to demonstrate examples of our core principles:

• Seek inclusion & diversity: We create an environment where everyone feels welcome and people are encouraged to speak and be heard

• Work Hard, Work Well, Work Together: We take responsibility for making things happen, independently and together; we help colleagues in need and close loops, making sure our work is complete and has lasting impact

• Grow: We are proactive, curious and unafraid of failure

• Customer at the heart: We care about the customer, feel their pain and love building product that solves their biggest problems

• Candour with caring: We deliver candid feedback with kindness and receive it with gratitude

  • Above all, our people show a willingness to work together and get their hands dirty to deliver product success, which means our clients are successful.

Benefits:

• Competitive salary, pension scheme, work perks scheme, health scheme

• Personal and Professional Growth benefits as outlined below 

• We’re constantly growing our benefits package

Personal & Professional Growth:

We actively want to grow and support you, we welcome our team’s feedback. You can expect to up-skill and take on more responsibilities over time should you choose to, and there are many ways your career can develop with Fospha:

• Extensive opportunities for progression for those who seek it within the Customer Success team

• Enrolment in the Fospha Centre of Excellence – our new Learning & Development Programme

• Access to coaching in product development & leadership to serve you here and beyond

• Extensive opportunities for progression for those who can prove themselves

• Opportunity to move departments in Fospha once you have gained the domain expertise and customer centric mindset

• Opportunities to partake in structured training and leadership development programmes, from our being a part of Blenheim Chalcot – the largest UK Venture Builder