Customer Account Manager/Executive (depending on experience)
Location: Remote/ from home/ from ToucanTech’s London HQ in Shepherd’s Bush (we have a flexible working policy but like to get together in the office when we can!)
Reporting to: Customer Director, ToucanTech
Salary: Competitive base with quarterly commission and an annual bonus
Start date: September/ October 2022

ToucanTech is a smarter community software to help organisations engage their members, streamline processes and amalgamate multiple systems into one. It encompasses a CRM, website builder, email, events, forms, online payments, a mobile app and more.

More than 270 organisations use ToucanTech across 27 countries, including schools, charities, universities, museums, professional associations and sports clubs - and we're only just beginning!

About This Role

We are looking for a high-energy, tech-savvy early-stage career professional  to join our Customer Success team during an exciting stage of fast growth for ToucanTech. You will be a natural communicator who’s adept with software, data and design and you’re interested in our customer base: schools, nonprofits and membership groups.

Your responsibilities will include:

• Building relationships with our customers to understand their goals, challenges and processes
• Running account review and ‘check in’ calls with customers to track their happiness levels, personnel changes and future plans - and completing any actions/ next steps following these calls
• Developing deep product knowledge of the ToucanTech software to help customers maximise value
• Feeding in customer suggestions to ToucanTech’s product development team, taking ownership for any product requests that are ‘critical’ for keeping customers happy and ensuring the customer is updated on these new features
• Identifying new opportunities for customers, introducing new add-ons or core modules
• Managing the customer renewal pipeline to maintain our high customer renewal rate, including writing renewal proposals with bespoke pricing offers when required
• Running energising and inspiring training via webinars and 1-2-1 sessions
• Helping to host engaging customer events programme of VIP dinners, interactive roundtables, Q&A Clinics, Guest speakers and more
• Updating our Customer Support community and database (powered by ToucanTech!) with over 2k ToucanTech admin users around the world - replying to customers, sharing interesting info and building engagement 

Requirements
Your skills and experience

• Excellent spoken and written English and a clear and concise communication style
• At least 1 year’s experience working in a fundraising/ alumni/ marketing role at a charity or education provider or working in a membership/ association role
• Experience working with databases
• Keen interest in technology, data, design, online networking and database processes
• 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

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
• Annual training budget and optional mentoring programme
• Company laptop and equipment
• Free drinks and snacks at the office and team socials
• 24 days paid holiday + team days
• Potential for travel around the UK and to visit international customers, attend overseas conferences and customer meetings

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.