We love helping venues deliver a great experience for their Wedding couples. We have great software to ensure they do that, and we are looking for a metrics-driven people-person to ensure their success. The Customer Success Specialist will implement client onboarding and manage ongoing relationships to drive customer retention, satisfaction, and success. This role requires strong communication skills and proactive account management experience to anticipate and address client needs.
Since its establishment in 2008 by Ciara Crossan, WeddingDates has evolved from an online directory listing for wedding venues in Ireland to offering game-changing management software and digital marketing services to the Wedding industry in the UK and Ireland. We are further developing the product roadmap and expanding into new and exciting markets. We need dynamic and enthusiastic people to help us execute our vision in the next 12-18 months. We are a growing team, and the pace of change is fast. The role requires adaptability, good people skills, and an ability to connect the dots!
We have a solid, loyal team, and we offer flexibility and opportunities for growth. You will have clear KPIs against which you will measure your success. You will work closely with colleagues and leadership and gain insight into all aspects of the business daily. You will have the opportunity to contribute in a real way to the success of WeddingDates and will be encouraged to seek ways to improve internal processes and be proactive in bringing your ideas to the leadership team.
Responsibilities:
The Customer Success Specialist will contribute to the growth of WeddingDates’ business by maximizing value for our customers. You will:
1. Onboard new customers, ensuring adoption of our software product.
2. Provide online training to customers.
3. Nurture relationships with customers to maintain a high level of satisfaction and retention.
4. Anticipate and identify customer needs and recommend the best solutions to them, including upselling to higher priced products.
5. Have a keen eye for data and the ability to analyze data to solve problems for customers.
6. Deliver responsive and efficient customer service.
7. Promote and advocate for WedPro Academy ensuring successful completion of the programs.
8. Be proactive in seeking feedback, testimonials, and CSATs/NPS from our clients.
9. Manage and update written and video FAQs based on feedback from customers.
10. Be an internal advocate for the customer, using feedback to contribute to the development roadmap.
11. Track data and compile reports for internal and customer use.
12. Support the sales team with metrics and data on customer usage and performance.
13. Host training webinars for customers.
14. Develop case studies for use by the Sales and Marketing teams.
15. Manage the helpdesk (daily inquiries).
16. Be proficient in using Google Workspace.
17. Be highly proficient in Excel/Sheets.
18. Have a working knowledge of CRM and Project Management Tools.
Nice to haves:
1. Have a working knowledge of Hotel systems.
2. Wedding hospitality experience.
3. Experience using Intercom.
We offer:
1. An open and supportive people-first culture.
2. Statutory Holidays and 3 additional Company Days.
3. Flexibility for Hybrid/Remote Working.
4. Team Days in Ireland twice per year.
5. Professional and Personal Development opportunities.
Head office is based in Cork, Ireland.
Hours of work: 9.00 - 5.30 Monday to Friday.
Please send your CV and Cover letter of application to careers@weddingdates.ie.
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