globalbridge
Customer Success & Product Adoption Associate
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Customer Success & Product Adoption Associate
£25,000 to £28,000 per annum | Remote first, UK based | Early career
Most customer success roles are about picking up the phone. This one is about building the technology and the relationships that mean customers get the right support to deliver huge impact, powered by globalbridge.
About globalbridge
globalbridge is a digital record of achievement and skills passport. We help young people showcase their skills and achievements, and helps schools, employers and education providers support successful futures. We're growing fast, and we're combining smart technology, product data, AI and automation with real human support to give every customer a proactive, personal and efficient experience.
About the role
This is a brand new, remote first role for someone who's excited by technology, data and great communication. You'll become our in-house expert in a modern product adoption platform, using product analytics, in app guidance and smart automation to help customers onboard successfully, discover relevant features and get ongoing value from globalbridge, while also being on hand to provide a friendly, knowledgeable voice when they need to talk something through.
What you'll do
- Become our go to expert in our product adoption platform, using product data and analytics to understand how customers use globalbridge and where we can improve their experience.
- Design engaging onboarding journeys and in app guidance that help new schools and organisations get up and running quickly and confidently.
- Create regular, targeted customer communications and campaigns that help users discover relevant features and get more value from the platform.
- Use data to identify where customers may need additional guidance, support or engagement, rather than waiting for them to come to us.
- Use automation and AI intelligently to make customer engagement more timely and scalable, reducing repetitive manual work and freeing up time for higher value customer support.
- Be available to speak directly with customers when they need additional help, providing a friendly and knowledgeable point of contact to understand their needs and guide them towards the right solution.
- Analyse engagement and adoption to identify opportunities, remove friction and continuously improve the customer journey.
- Share customer insights across Product, Customer Success, Sales and Marketing, helping the wider team understand what customers need and how we can serve them better.
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What we're looking for
This is an early career opportunity, so you don't need years of experience. We care most about your curiosity, digital confidence, communication skills and drive to make things better.
- Digitally confident, you love learning new software and figuring out how technology can make things work better.
- A flair for clear, engaging communication, both digitally and when speaking directly with customers.
- Comfortable building positive relationships and providing friendly, practical customer support when needed.
- Strong analytical and problem-solving skills.
- Comfortable working with data, dashboards and digital systems.
- Interested in finding smarter and more efficient ways of working without losing the human element of great customer service.
- Self-motivated and happy working independently in a remote first, start-up environment where things change quickly.
- Genuinely interested in customer experience, product adoption, AI and automation.
- Any experience with a product adoption tool such as Pendo, Userpilot or Appcues, a CRM, content or product marketing, customer success or creating digital guides is a bonus, but not essential.
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Why globalbridge?
You'll have the opportunity to help build a new customer success capability from the ground up.
You'll gain hands-on experience with product adoption technology, product analytics, customer education, AI and automation, while also developing the relationship building and communication skills that sit at the heart of great customer success.
The aim is simple: use technology to make customer engagement smarter and more efficient, while making sure our customers always know there is a knowledgeable and friendly person there when they need one.
You'll have real ownership, room to use your initiative, and clear routes to grow into Customer Success Operations, Product Operations, Product Adoption, Customer Experience or Digital Transformation.
Interested?
If you're curious about technology, enjoy working with people, love solving problems and want to help thousands of young people get more from globalbridge, we'd love to hear from you. Please apply through LinkedIn, visit our careers page via www.myglobalbridge.com or drop us a direct message along with your CV / resume.
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