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7 Feb 2017

Full-timeCustomer Success Training Manager

Stackla – Posted by Stephanie.hall@stackla.com London, England, United Kingdom

Job Description

Stackla is the User-Generated Content (UGC) platform that puts customer stories at the heart of brand marketing. Through predictive intelligence and automation, Stackla identifies authentic, compelling content to strengthen consumer trust and deliver personalised experiences at scale.

Over 450 leading brands, including McDonald’s, Visa, Ford, Disney, Universal Music Group (and many more), now use Stackla to identify their most powerful customer stories and align them with their key audiences.

With 60+ staff and offices in San Francisco, Austin, Sydney, Melbourne and London, we serve a variety of verticals including travel, retail, not-for-profit, media and entertainment and proudly leverage technology partnerships with enterprise marketing platforms like Sitecore, AdRoll and Twitter.

About the opportunity

Stackla is enjoying exceptional growth and new positions are constantly being created. We are now seeking a talented Customer Success Training Manager to be responsible for customer support and training of Stackla product features.

As Customer Success Training Manager, you will:

*Identify best practice training methods and scalable solutions for the EMEA region
*Assist with internal feedback loops to ensure continuous improvement for all support related matters; share and analyse customer-specific data with relevant internal stakeholders, such as sales, product, technology, solutions architects, marketing.
*Assist with overall customer retention
*Collaborating with the Customer Success Account Managers (CSAM), you will build training programs to ensure all customers are upskilled and confident with using the platform.
*Help to update / create support knowledge base articles.

To nail this role, you’ll need a solid grasp of technology and user behaviour, with a gift for balancing business goals and user needs. You will be in your element when executing first class training sessions, and facilitating customer support queries.
In line with this, you will have:

*IT Related / Business Degree or 1-3 years of experience in software support
*1-3 years minimum Customer Success experience in the SaaS/digital marketing industry
*Understanding / proficiency on Digital Marketing Platforms
*Experience in, and a thorough understanding of, the digital marketing landscape and the different verticals within it, and how they relate to each other.
*Strong understanding of one to many support tactics for engaging with customers.
*Excellent oral and written communication skills
*Proven logical and analytical problem diagnosis and resolution skills
*Excellent customer service skills & time management skills
*Experience with Delivering online and onsite training programs
*Experience working within local and global teams, as well as understanding the challenges when operating across varied time zones
*Team player / ‘change champion ‘mentality; strive to improve process and streamline for future growth.

If you’re looking for the next exciting step in your career and want to join a faced-paced, highly engaged team working with a high-growth, disruptive technology, then get in touch – we’re waiting to hear from you.

Stackla Supports Workplace Diversity

We are committed to Equal Employment Opportunity without regard for race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. If you have a disability or special need that requires accommodation, please let us know.

Applicants please note: due to the high volume of applications we generally receive in response to our job ads, please understand that we will only be able to respond to the top candidates. We thank you in advance for your interest in this position.

How to Apply

Please apply by following this link: https://stackla.bamboohr.com/jobs/view.php?id=48

Job Categories: Sales. Job Types: Full-time. Job Tags: Customer Success, marketing, saas, sales, startup, and training. Salaries: 20,000 - 40,000.

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