Customer Success Manager

Hybrid: 3 days a week in the office- Core hours 10-3 (Holborn)

Recruiters: As much as I value you, we are not looking to partner with any recruiters or agencies for this role

About Us:

We are Gett. We solve the most complex real-life problems of urban transportation; as a talented, dynamic and multi-faceted community, we are here to challenge the norms of the industry with our technology and move it into the future.

We set the bar high for ourselves and take pride in delivering frictionless products for all our customers.

We are the people you can rely on when you need to move with confidence, whether you are going places for yourself, for your business, as a traveller or driver or as a partner.

We are very local. We integrate with the existing fabric of the places where we operate: we work hand-in-hand with the local taxis and fleets to provide the best possible service customers can get, where it matters the most.

We serve people who move constantly and we’re one of the best for the most demanding customers: business travellers. That’s where we started, building the best platform for the challenging needs of businesses. And then for anyone’s everyday needs: for drivers who make it their living - every day, and beyond.

About the Role:

Drive Growth: Proactively identify and capitalise on opportunities to increase platform usage and ride volume within your accounts.

Boost Adoption: Develop and implement actions to ensure clients fully utilise our platform and its features.

Minimise Churn: Build relationships and proactively address challenges to maximise client retention.

Deliver Value: Act as a trusted advisor, helping clients achieve their goals and maximise their return on investment.

Key Responsibilities:

• Portfolio Management: Effectively manage a large and diverse portfolio of accounts.
• Relationship Building: Cultivate strong relationships with key stakeholders across various industries.
• Data Analysis: Analyse customer data to identify trends, challenges, and opportunities for growth.
• Growth Initiatives: Develop and execute proactive strategies to increase platform adoption and ride volume.
• Churn Prevention: Monitor customer health, identify at-risk accounts, and implement proactive measures to prevent churn.
• Communication & Presentation: Deliver compelling QBR presentations and effectively communicate growth activities to clients.
• Collaboration: Work closely with internal teams (Sales, Product, Support) to ensure a seamless customer experience.
• Technology Utilisation: Leverage CRM systems, automation platforms, and other tools to manage your large portfolio and drive efficiency.

Requirements:

• Proactive Engagement
• Passion for customer success
• Strong communication and interpersonal skills
• Ability to build rapport and communicate effectively with customers at all levels
• 1-2 years of experience in a customer-facing role
• Team player: willingness to collaborate effectively with colleagues and contribute to a positive team environment.
• Data Driven
• Problem solver

Nice to have:

• Used Customer Success Platform & CRM such as Vitally, Salesloft & Salesforce

Interview Process:

• Talent Screen: (30-40mins) Our Talent and People Partner Joe Phillips will be asking about your experience and motivation for joining Gett 🧡
• Competency & Culture Deep Dive (1 Hour) - Kylie Gradley (Head of CS-Core) + Alex McDonald (Senior Customer Success Manager) - They will be diving deeper into your experience, asking questions around working towards targets, client relationship management and what you understand that Gett does (we don't expect you to be fluent in what Gett does but a good understanding of what we offer🤌) 
• Final Chat (45 mins) - Alice Edwards (Director of Customer Success & Support) - This is a great opportunity to discuss your career ambitions and hear about the strategic vision for the Customer Success department at Gett. This is a great chance to ask lots of questions. 

Please Note: To give you an idea of how long the process could take, we typically estimate 1 week per interview due to diary management - if we can fit 2 interviews in 1 week we will try 😊 Applications will be reviewed from 12th Feb 2025!

Here's What you Gett:

🌴25 days holiday a year + bank holidays + a day off in your birthday month + 2 volunteer days - PLUS one extra Friday off every month!

🚕Taxi Credit (obviously!)

💻Working from Home Allowance

🧓Pension Scheme

🚲Cycle to Work Scheme

🚘Electric Car Scheme

😷Private Medical Cover

🏥Health related cash plan

✨Life Insurance

🫴Employee Assistance Programme

🏋️Discounted Gym membership

Gett Onboard!

At Gett, we embrace and celebrate diversity in all its vibrant forms. Whether you are a team member, customer, driver or supplier, we firmly believe it's our duty to create an inclusive environment where you can be your whole self.

We strive to operate openly and respectfully as a team and offer accessible products and services; we believe this helps us achieve great outcomes for our customers and communities and make Gett an enjoyable, safe and positive workplace for all. Together, we grow and thrive on the multitude of backgrounds in our truly diverse team.

If you need additional assistance or having trouble with applying please email: [email protected]