Customer Success Director

TruRating – be part of something which will change the world.

Take the plunge. Live the dream. Do something that you know will touch the lives of millions of people the world over every single day, which will change the way businesses and consumers think. Get out of bed in the morning for that adrenalin hit, love the pace, the challenge, and doing what has never been done before – and love being the best you’ve ever been. And what’s more, owning part of what you’ve created.

TruRating is a hypergrowth SWAS company that improves businesses, benefits consumers, and donates to charities. Our patented Customer Experience (CX) technology collects feedback from 80%+ of customers at the point of payment and provides this data in real-time to improve the multi-channel experience and revenue for all retail businesses. This feedback also provides transparent, representative, and validated information to consumers in the form of TruRating store ‘profile pages’, whilst for every question we ask, TruRating donates to charities around the world.

We partner with the biggest payment companies in the world, and our unique integrations mean we are delivering an unprecedented dataset. No other business in the world is combining online and offline sentiment and consumer behaviour data in huge volumes, at near to real-time.

Our customers include some of the best-performing and highest-profile retailers in the world – and the group is growing all the time. We are collecting millions of ratings and over 150m data points every week and are ‘live’ in the UK, Europe, North America, Australia, and NZ. With 300m ratings now under our belt and global patents granted / registered, the world is there for the taking.

We need to grow our passionate team to help us live out the dream and deliver on our incredible opportunity. TruRating is a global organization with US headquarters in Atlanta GA, UK headquarters in London and ANZ headquarters in Sydney. We are actively growing our team and invite you to check us out!

The role

You will take pride in helping our customers get the very best out of our products, managing relationships across the full range of TruRating customers. From niche merchants to large network retails, you’ll happily support merchants through their TruRating journey.

With no two days being the same you’ll pivot from ensuring seamless activation of new customers, as well as employ multiple strategies to maintain strong positive relationships with your assigned customers. You’ll be with them from the ground up providing training (pre-launch and ongoing), smooth merchant onboarding, and ongoing relationship management, celebrating their wins and helping them find actionable insights to grow their business. Comfortable with data, you’ll enjoy working with our global Data & Insights team to guide and shape deep-dive analytics and have previously shown value to your customers by presenting and explaining data insights.

The successful applicant will be a fantastic communicator with a warm, enthusiastic, and friendly personality and who is adept at managing multiple relationships concurrently and maintaining a strong bond with each. You have demonstrated experience of long-term customer retention and revenue growth, in a B2B environment, retail or hospitality being a bonus. You are a natural problem solver, ready to ease our merchants through any issues and successfully manage enquiries through to resolution. You will have previously trained individuals on a product or service and should enjoy working alongside internal teams to achieve successful outcomes. Working so closely with our customers, you will be in a highly desired position in the company where you get to provide customer feedback that will help shape our products and services as we go on to bigger and better things.

Requirements

Key Responsibilities

• Coordinate the broader team to ensure seamless activation of all new merchants, liaising with Sales, other CSMs, and the tech team.
• Close merchant management to support the long-term retention of merchants.
• Maintain strong relationships across your merchant group.
• Seek opportunities to upsell services to merchants and thereby drive increased revenues from the base.
• Manage merchant communications ongoing (face-to-face, telephone, email, SMS, and web).
• Manage merchant on-boarding and ongoing training.
• Work with the Data and Insights team to demonstrate TruRating utility to merchants through the interpretation of ratings and transactional data and case study generation.
• Provide regular internal reporting against key metrics (i.e. merchant retention and satisfaction criteria) and against budget where applicable.
• Exceptional ability to multitask
• Provide support where necessary and relevant to the G