Customer Success Executive

Overview

Who are Fliplet?
Fliplet is a start-up on a mission to help anyone create mobile or web apps without having any coding skills. Used by over 80 leading law firms and professional service companies, our product is unrivalled in the marketplace and as a result, we are growing.

Fliplet combines the benefits of no-code tools with the feature customisation of open-source software. We are an app-building platform with global clients. This is an amazing opportunity to join a business that is in the relatively early stages of growth, yet has already built a fantastic reputation in the industry. We have over 120,000 users of our technology every month in over 20 countries. Our largest clients are in the law industry, but our client base is continuing to grow and we’re looking for ambitious people to join the next stage of our journey.

The Role

Fliplet is seeking a skilled and proactive Customer Success Executive - Customer App Designer Level II to join our dynamic team. This role is critical in managing and executing moderately complex deployments for clients with growth potential. The ideal candidate will have a strong technical aptitude and project management expertise, enabling them to collaborate effectively with more senior App Consultants on more complex deployments for larger customers. They will be responsible for ensuring seamless project delivery, meeting timelines, and exceeding customer satisfaction by proactively addressing technical challenges and coordinating cross-functional efforts.

Key Responsibilities

• Customer Delivery & Project Management
• Manage multiple customer projects, ensuring timely, high-quality delivery.
• Gather comprehensive requirements from customers and draft accurate service estimates.
• Develop detailed project plans with clear timelines and deliverables, ensuring they remain up to date throughout the project lifecycle.
• Utilize your technical skills, including basic CSS and HTML, to build prototypes using Fliplet Studio that align with customer expectations. Fliplet Studio training will be provided, but strong technical aptitude is a must.
• Identify trends in customer needs to develop tailored solutions.
• Collaborate with developers to ensure successful app delivery, bridging the gap between client needs and technical implementation.
• Escalate customer issues to appropriate internal teams for resolution, providing consistent follow-up and feedback to customers.
• Maintain regular communication with customers to provide project updates, gather feedback, and ensure their satisfaction throughout the project lifecycle.
• Customer Onboarding
• Assist customers in defining their goals and success metrics, including key milestones, testing and usage targets.
• Establish a clear Onboarding Project Plan with timelines and milestones for new customers.
• Implement proactive measures to prevent issues.
• Customer Relationship Management, Engagement And Feedback
• Serve as the customer's primary point of contact during project deployment, ensuring their concerns and feedback are communicated to internal teams.
• Develop customer relationships and identify new opportunities to strengthen them.
• Identify and mitigate project risks and adjust plans to ensure satisfaction.
• Advise on best practices for Fliplet use and suggest future use cases.
• Advocate for customers in internal meetings.
• Help run and continuously improve customer success plays to strengthen client relationships, drive value, and proactively reduce churn risk.
• Product Knowledge, Technical Support & Training
• Demonstrate deep product knowledge and provide tailored recommendations to meet customer needs.
• Advise customers on HTML and CSS techniques to enhance app functionality and appearance.
• Collaborate with the product team and developers to design and implement templates and reusable code snippets tailored to common use cases.
• Schedule and conduct training sessions, guiding new customers through Fliplet’s initial setup and configuration, key features and functionalities.
• Proactively offer suggestions and solutions to improve the customer's experience with Fliplet apps.
• Ensure customer issues and bugs are logged through the Support team.
• Provide demos and training to keep users informed about updates, new features, and industry trends.
• Assess training impact and suggest improvements.
• Performance Metrics
• Net Revenue Retention (NRR)
• Maintain individual Customer Satisfaction (CSAT) scores.
• Adherence to project and task estimates
• Account expansion opportunities qualified by Account Managers (CQLs)

Requirements

• Experience
  • 2-3+ years of professional experience in a similar role and/or company
  • SaaS experience is highly beneficial
• Skills
  • Exceptional project management and organizational skills: Ability to develop and execute detailed project plans, ensuring all deliverables are met on time and to a high standard.
  • Strong communication and interpersonal skills: Effectively gather requirements, provide clear updates, and manage customer expectations while fostering strong client relationships.
  • Multitasking proficiency: Manage multiple projects without compromising quality.
  • Advanced problem-solving with a proactive customer service mindset: You proactively tackle challenges and escalate issues when necessary. You’re not afraid to explore help articles, documentation, or available resources before asking for support, while knowing the team is always here to help when needed.
  • Proficiency in CRM tools like HubSpot: Utilize CRM tools to track progress and manage customer interactions.
  • Collaborative team player: Work closely with developers and other stakeholders to successfully deliver custom solutions.
  • Technical proficiency in web programming languages (HTML/CSS): Leverage technical skills to build prototypes and contribute to customer-specific solutions.
  • Experience using AI to accelerate the delivery of CS work, code and learning new skills or technologies.
• Mindset
  • Organised and Composed: You thrive in high-pressure environments, maintaining structure and focus to get things done efficiently.
  • Collaborative Growth: You actively seek feedback with an open mind, focusing on understanding rather than defending.
  • Excellence-Driven: You’re determined to surpass expectations, consistently striving for high standards and continuous improvement.
  • Strategic Communicator: You are confident engaging with senior stakeholders and can adapt quickly to dynamic situations.
  • Entrepreneurial Mindset: You’re proactive in proposing new ideas and refining processes, always looking for ways to drive improvement.
  • Creative Thinker: You generate fresh ideas and actively build upon the contributions of others to drive innovation.

Why Join Fliplet?

• Innovative Environment: Be part of a company that's at the forefront of app development technology.
• Career Growth: Opportunity to grow and develop within a rapidly expanding organization.
• Collaborative Culture: Work alongside a talented and supportive team that values innovation and excellence.

Benefits

At Fliplet our team is our best asset. We are surrounded by smart and talented people who value hard work and who always want to improve.

• 20 days annual holiday for full time employees, rising with service, plus 8 bank holidays per year
• Annual budget for your professional development
• £1,000 annual budget towards your health, wellness & equipment
• Fundraising budget to support your charity endeavours
• Eligibility for enrolment into our Share options scheme so all employees can be part of the company’s success
• A fast paced, start-up culture where your actions have a significant impact on the business.
• Ongoing training and development, and the chance to build a career in a growing company
• Great culture: A warm and friendly team, regular socials and company events, both in person and virtual

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