Join HIVED as they are looking for a Customer Success Representative
Overview
No salary declared 😔
London United Kingdom
Expires at anytime
About HIVED 📦
The world needs logistics solutions that are better for people and the environment, and that’s where HIVED comes in. We are a London-based climate and logistics start-up building the first emission-free parcel delivery network at scale, powered by a 100% electric fleet. A tech company at heart, we have built a modern tech stack, novel in-house routing and decision engines, apps and data stack, plus are now shipping for over 100 brands including ASOS, Zara, Candy Kittens, Pip & Nut and more.
Our tight-knit team is made up of ex-Revolut, Bain, GoPuff, ASOS, Apple, Amazon and Bulb employees, and we are backed by some of Europe's leading investors and VCs in climate-tech, logistics and mobility including Planet A Ventures, Maersk Growth, Pale Blue Dot VC, Eka Ventures and the British government.
Role Overview 📝
HIVED is looking for our very first Customer Success Manager. This individual will set the example for others to follow, helping to shape how we support our Retailers and contribute to evolving our emission-free delivery service over the coming years.
HIVED has seen exceptional growth in the last year and a huge reason for that is the support and care we provide to our Retailers and delivery recipients. As we continue to scale we want to retain these values - as well as adding more - to improve this connection even further, so we are expanding the Customer Success Team to do just that.
This role will play a vital part in improving HIVED every day. The Customer Success Manager will be responsible for ensuring that day to day interactions between HIVED, Retailers and our shared Recipients are smooth, aligning these to successful commercial outcomes and operational efficiency throughout.
You will act as a mouthpiece for “what’s going on” within HIVED and within our retail Customers businesses and be the pivot point between the two.
Requirements
Responsibilities 🎯
Building Retailer Relationships
- You’ll have regular conversations with the key contacts from the small to medium-sized Retailers we work with. This is often Founders, Heads of, Managers and Directors within Logistics, Operations and E-Commerce Departments. Phone calls and meetings with Retailers will be a key part of your weekly rhythm at HIVED.
- You’ll build relationships over time through regular meetings to understand what they’re happy with and the areas that can be improved to make their experience better.
- There will be revenue and parcel volume based objectives that you must uphold and strive to build upon each quarter.
- Support your Customer Success colleagues as well as the wider Commercial Team on key initiatives, where you are required to achieve overall commercial targets and initiatives.
Performance & Data
- Alongside qualitative data from conversations, you’ll also review delivery and performance data on a regular basis to see patterns and opportunities for improvements. This proactive approach to anticipating challenges and exploring solutions before and as they arise is critical.
- HIVED is required to report on our performance to a variety of Retailers and at various frequencies. You’ll be responsible for producing and communicating the analysis, sharing performance and improvement plans via customised report creation.
Systems
- Up to date systems are crucial to managing multiple Retailer relationships and effective onboarding. You’ll be responsible for keeping all our systems related to each Retailer accurate. This will be across our internal CRM, within Operations and any external Communications facing platforms.
Customer Service
- As you’ll have a direct relationship with your own portfolio of Retailers, there may be times when our Customer Service Team needs additional support on specific questions or enquiries. You’ll help guide them and problem solve on these occasions to provide accurate and timely outcomes to Retailers.
- You’ll be an advocate for our Retailers internally and you’ll help find solutions for changes and improvements that are needed. In addition, you’ll respond to regular day to day requests promptly and questions that are raised by Retailers.
Internal Relationships
- This role is a connection point between HIVED and our Retailers. You’ll be compiling feedback and suggesting features across operations, data, tech and product all to help improve the service we offer.
- The opposite is also true, you’ll communicate new improvements and features to our Retailers, explaining the added value they’ll create.
Onboarding & Launch
- A key function of the Customer Success Team is taking Retailers through a smooth onboarding journey that fully prepares them, and our operations teams, for launch.
- You’ll support this onboarding process by tracking internal and external checklists as well as updating systems as needed. Because of your proximity to these details, you’ll help refine and improve onboarding flows over time.
And lots more
- We’re a small team that is working hard to change a broken industry so we find ourselves doing lots of different projects to make that happen. Be prepared for projects that don’t logically connect to your role, but aid our mission and vision as well as being a lot of fun!
Who we’re looking for 👀
Previous Experience
- Our primary aim for this hire is to find the right person for the job, so previous Customer Success / Account Management experience is not essential.
- If you have experience in logistics, operations and e-commerce this context will benefit you in the role, but it is not essential.
- If you have experience in roles that have required strong communication, data analysis and relationship building then that’s definitely beneficial for this role.
We are looking for someone who embodies the following behaviours:
- You are curious and inquisitive about people, businesses and processes
- You can build strong long-term relationships
- You are empathetic, listen well and ask great questions
- You can manage challenging conversations when needed
- You communicate well and build buy-in internally and externally
Benefits
How we reward our team 🎁
- Dynamic working environment with a diverse and driven team
- Great atmosphere and facilities with in-person time expected at our Shoreditch office
- Huge opportunity for learning in a fast-paced environment
- Growth and progression within the organisation based on success in the role
- MacBook or Windows Laptop (depending on your preference)
- Employee wellbeing initiatives, including three ‘well-being days’ in addition to holiday allowance
- Enhanced maternity pay