Customer Success Associate

We are Rebels. Inventors. Magic Makers.

Our world class consumer insights platform allows creators to create brands, ads, products and shopping experiences that people love.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have 1,000+ happy customers, 100,000+ ideas tested and we operate in 50+ research markets. Pretty impressive right?

So how do we do it?

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market.

Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimise, validate and learn — increasing their chances of in-market success.

Who we hire

We believe in hiring people who want a chance to do their best work. We believe driven people operate best in high-trust, small, cross-functional teams who work together with the rest of the business to bring value to our customers.

We believe the best work happens in teams that value improvement, curiosity and continuous learning. We align on the challenges we need to solve and trust teams solve them in the best possible way.

We value experimentation, failing fast and being bold. We practice continuous delivery and fast iteration. We work to avoid politics, gate-keeping, unfairness and toxic behaviour. We believe in transparency, even when it’s unflattering. We believe in honesty, even when it’s uncomfortable. We treat failure as a learning opportunity. We believe in ethical and responsible business practises and having a positive impact on the environment and our communities.

At Zappi we take pride in helping some of the worlds most influential companies transform the way they approach insights. We’re developing tools and programs around them that allow our customers to be more proactive and strategic in the way they test and learn. Ultimately, helping them in creating more effective advertising and launching more successful products.

As a member of the Customer Success team, you will have a crucial role in making this all happen. You will be the day to day contact for our customers, driving this change in behaviour, and ensuring they are engaged and unlocking the most value possible from our platform.

Key Responsibilities

1) Customer Value – As member of the Customer Success team your #1 goal will be to make sure that our customers are extracting the most possible value from our platform.

2) Customer Onboarding and Training – Working closely with the Sales and Customer Transformation team, you will be responsible for making sure our customers are smoothly onboarded on to our platform and regularly trained on the latest and greatest it has to offer.

3) Tool/Platform Expert – As the day-to-day contact for our customers, you will need to be an expert on all of our tools and our platform so that you can advise customers with the best possible solutions

4) Relationship Building- In order to be successful within the role, it will be crucial that you build strong relationships based on honesty and trust, both with your customers as well as internal stakeholders (Sales, Marketing, Operations, Development)

5) Customer Advocate- You will need to represent the voice of our customers within our organisation so that we are building and moving in the direction that will give the customer greater value.

Who are you?

You are obsessed with helping customers maximise the value they get from every interaction with Zappi. You are a self-starter with the ability to juggle multiple conflicting priorities, you are able to provide high-quality and responsive customer service, you are solution focused, and you are able to proactively identify opportunities which drive the adoption of Zappi.

Customer Success Managers will gain exposure to the inner workings of a growing company, learn how major brands use market research to drive their businesses forward, and influence how research can be used more effectively.

Requirements

• Experience working closely with customers in a fast-paced environment
• Experience or knowledge of market research preferred but not required
• Proficient in Gmail and G-Suite. Proficiency in SalesForce and LinkedIn is a plus
• Curiosity for technology, marketing, market research, consumer insights and helping large organisations grow
• Excellent written and verbal communication skills
• Highly responsive while maintaining a