Client Success Associate

About &Open
🙂 The world’s first happiness platform
🎁  Our platform sends digital, physical and cause gifts at scale
🤝 Clients include Airbnb, Spotify, Reebok and more
📈 Join our growing team

About the team 

&Open’s Client Success team is growing. We work closely with clients every step of the way. From gift development and platform setup to launch and maintenance (and all the little details in between), we ensure that desired goals are achieved and clients are happy. What we love most: creating strong relationships that lead to lasting partnerships. This is only made possible through constant collaboration and communication across all &Open teams.

About the role

The right person for this role will be passionate about the &Open business model. 

This is a highly collaborative role that requires skills in (and a passion for) constructive engagement with customers and internal partners. The ideal candidate must excel at confident communication across email, video conference, phone and in-person meetings. 

This role is based in Dublin with some flexibility required around working hours to support some of our US based clients. 

What you’ll do

Client account management

• Project Manage. This is a core skill required, specifically when it comes to corporate gifting programs and campaigns for enterprise clients, the ability to plan, communicate and execute campaigns is critical. 
• Work Cross functionally. This role works closely with logistics, engineering and our buying teams to ensure gifts are delivered on time and on budget to the end recipients. 
• Establish trust. Create relationships to become a trusted advisor and reliable partner for our internal teams and our clients. 
• Problem solve. Assess and answer basic client support questions, which may arise from time to time.

Platform configuration

• Set up and manage. Help with initial client platform setup and be a resource for ongoing management for platforms.
• Train. Deliver the platform onboarding training process.
• Liaise. Work with other teams to ensure all client details are correct and up to date.
• Fix things. Ensure ongoing setup of platforms allows room for client requests. Identify errors and work with Engineering to have them resolved. 
• Provide general support. If there are specific client asks or problems, you’ll provide overarching support to get them resolved across accounts.

Gift requests 

• Resolve delivery issues. Manage delivery issues, communicating with the Logistics Team to quickly resolve them.
• Monitor success. Look after client Happiness Checks, monitoring and recording wins as well as learning opportunities.

What you'll need

• BA/BS degree (or equivalent) in a related field
• Experience in technology, design or marketing industries (e.g. brand marketing, advertising, print media, SaaS technology, design)
• Excellent communication skills; calling all clear, concise writers and confident speakers
• Demonstrable ability to manage multiple projects at once
• Ability to work collaboratively, driving positive, cross-functional solutions
• Strategic thought; the ability to think beyond immediate needs, assessing what will drive long-term success for our clients and &Open
• Self-starter who is comfortable working autonomously - seeing and pursuing opportunities independently without direct guidance.

 

All welcome here
We believe diverse teammates, opinions and backgrounds generate a larger global impact and more considerate acts of care. &Open is an equal opportunity employer and we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.