Location: Remote with option to work from office in Shepherd’s Bush, West London, UK

Reporting to: Head of Global Customer Experience

Salary: Competitive

Start date: ASAP

We are the change mid-size communities need to become more efficient

• Imagine you're managing a group of people - any group, from 500 to 500k people - it might be a school alumni association, a private members' club, a volunteer network or a professional institute - you have to update database records for these people, arrange them into groups, send emails, plan events, take payments and keep your community engaged day in, day out...and it's a lot of admin!
• Along comes ToucanTech: a smart community software with a powerful database and flexible design. You can combine your website, community, CRM, Mailchimp, Survey Monkey, Eventbrite, Paypal and spreadsheets all into one ToucanTech system and you'll be saving time and money.
• Founded by an experienced team we have zealously iterated our tech and built a loyal and happy customer base. Customer’s can spend less time on admin and more time serving their communities: Millions of engaged people, beautiful emails, event tickets sold, photos shared, stories circulated, data securely stored and £’s raised for really great organisations via ToucanTech.
• We are an equal opportunity employer and welcome people of all cultures, ethnicities, ages, genders, sexual orientations, religions and abilities to join our super fun, growing company.

About this role

We are looking for a high-energy, tech-savvy grad to join our Customer Success team during an exciting stage of fast growth for ToucanTech. You will be a natural communicator with a passion for tech and an interest in our customer base: schools, nonprofits and membership groups.

Your responsibilities will include:

• Deeply getting to know the ToucanTech product to help customers get great value
• Building relationships with our customers
• Identifying new opportunities for customers, introducing new add-ons or core modules
• Managing the customer renewal pipeline maintaining our 99% customer renewal rate
• Onboarding new customers helping them to plan and manage their move to ToucanTech
• Run energising and inspiring training via webinars and 1-2-1 sessions
• Contributing to the creation of our video tutorial library
• Help to plan & host an engaging customer events programme of VIP dinners, interactive roundtables, Q&A Clinics, Guest speakers and more
• Manage the Customer Support Community of nearly 1,000 people around the world using ToucanTech’s own technology (of course!) - getting stuck into the chit chat on the news feed and forum, sharing interesting info, developing the guides and answering questions

REQUIREMENTS

Your skills and experience

• Excellent spoken and written English and a clear and concise communication style
• Passionate about people and/or building communities, you may have been involved with a student committee, sports club or volunteered for a charity
• Keen interest in technology, data, online networking and/or CRM softwares
• Creative, open-minded and keen to try something new/ ‘can-do’
• Self-motivated and happy to work at pace
• Happy to work out of hours occasionally for meetings with our growing overseas customer base in Australia & the US

BENEFITS

Salary and benefits

We offer a competitive base salary and an annual bonus linked to customer renewal and upsell targets.

Some of the benefits of this role:

• Flexible working encouraged
• Training and support to develop your skills and career
• Free drinks and snacks at the office and team socials
• 24 days paid holiday + team days
• Potential for travel in future to visit international customers and attend overseas conferences (our customer team execs have flown all around the world from Asia to Australia)

Please note that at this time we are not able to sponsor foreign working visas, so you will need to have the right to work in the UK