Customer Development Representative (CDR)

Company Description

Who are we?
Digital Theatre+ stands at the forefront of English and Drama/Theatre arts education. As the premier on-demand platform for the performing arts, we offer a stunning collection of live performances, behind-the-scenes insights, interviews with industry leaders, and curriculum-linked resources. We’re available to over 10 million students across 3,500 institutions worldwide. Now, we invite you to be a part of our mission: to elevate our Education Platform for the Arts, ensuring every teacher can inspire and every student can thrive.

Job Description

Who are you?
You are an excellent communicator, a proactive team player, and someone who thrives on problem-solving and helping customers succeed. You take pride in delivering a top-notch customer experience and are motivated to go the extra mile. You're excited about the opportunity to support educators in fully utilizing the Digital Theatre+ platform and are eager to grow and develop in a dynamic environment.

About the role:
As a Customer Development Representative, your primary focus will be ensuring that our customers can easily access and implement Digital Theatre+ into their teaching and are motivated to become super users of our product. You'll play a critical role in supporting customers from the moment they purchase a subscription to full implementation, working to maximize their usage of the platform, achieve their educational goals, and ultimately renew their subscription.

You will be responsible for identifying customers needing extra support and attention and, at first, progressing these cases to the relevant team/team members, whilst engaging in in-depth training, learning from your colleagues and progressing quickly towards a 360 Customer Success Executive role yourself. This role is perfect for someone who wants to play a pivotal role in ensuring our customers’ success while helping them fully implement our platform into their teaching.

In this role, you will:

• Outreach, via call and email, new or existing customers who may have stalled in the set-up process or be struggling to fully utilize their purchased subscription

• Book in onboarding and refresher calls for these customers with our CS Execs, using usage and other reporting tools to prioritize your approach

• Triage customer problems for the attention of the relevant teams internally, collaborating closely with Sales, Retention, Customer Service and Finance to deliver a unified, high-quality customer experience, and begin resolving issues to customers’ satisfaction yourself wherever able

• Familiarize yourself with our customer portfolio and personas and their various and specific needs, become a DT+ platform and content expert, learn how to explain technical elements in an accessible way for our customers

• Ensure CRM data is updated accurately, identifying any missing contact information and prospecting for new contacts where necessary

Qualifications

You should apply if:

• You are comfortable delivering online presentations, speaking to customers on the phone and recording client-facing videos.

• You have strong organizational skills and thrive in a fast-paced environment where priorities can shift.

• You are eager to learn about the product and passionate about helping customers achieve their goals.

• You enjoy communicating with diverse audiences, including customers and internal teams, and are equally adept at listening and speaking.

• You have the skills to discuss technical topics like account set-up and platform authentication with ease and clarity, and a thirst for knowledge where things are new to you.

• You have a genuine passion for the arts and education and believe in the value of our platform.

• You have previous experience supporting customers, ideally in a SaaS environment.

Additional Information

Company benefits

• Work-life balance: Enjoy 25 days of holiday, plus bank holidays and an extra day off for your birthday
• Flexibility: We offer flexible working hours and a hybrid model of working
• Supporting parents: We offer enhanced maternity and paternity leave
• Wellbeing: 24/7 access to an EAP wellbeing platform and counselling
• Social: Social committee that runs company-wide events, as well as quarterly team socials
• Other benefits include access to training courses for personal/professional development, access to Perkbox platform and free subscription to Calm App

Equal Opportunities Employer:

Digital Theatre is an equal opportunities employer. We welcome your application and believe in diversity of experience and opinion. Applications will be considered without regard to education, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate multiple approaches and points of view and believe passionately that employing a diverse workforce is central to our growth and success, so we are building a culture where difference is valued.