Customer Success Specialist

WeddingDates Ireland Ltd.

We love helping venues deliver a great experience for their Wedding couples. We have great software to make sure they do that, and we are looking for a metrics driven people-person to ensure their success.

 

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 expansion into new and exciting markets.  We need exciting 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 you will gain insight to all aspects of the business on a daily basis. 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 maximising value for our customer. 

 

You will:

  • Onboard new customers tohelp them to quickly get up to speed with our platform, ensure adoption of existing and new features.  

  • Provide training to customers online and occasionally in person.

  • Nurture relationships with customers over time ensuring that they have a high level of satisfaction and we have a high level of retention.

  • Identify customer needs and recommend the best solutions for them including upselling to higher plans.

  • Solve problems for customers by analysing the data at your disposal.

  • Work closely with colleagues and third party providers delivering an efficient and excellent customer experience.

  • Proactively seeking feedback/implementation of NPS/Testimonials from our clients. 

  • Manage and update FAQs based on feedback from customers.

  • Be an internal advocate for the customer, using feedback to contribute to the development roadmap.

  • Track data and compile reports for internal and customer use.

  • Support the sales team with metrics and data on customer usage and performance.

  • Develop Case studies for use by the Sales and Marketing teams.

  • Manage the helpdesk (daily enquiries).

  • Help customers get to the root of issues and provide prompt solutions. 

  • Carry out customer interviews for market research purposes

  • Be proficient in using Google Workspace.

  • Be highly proficient in Excel/Sheets.

  • Have a working knowledge of CRM and Project Management Tools.

 

Nice to haves:

  • Have a working knowledge of Hotel systems.

  • Wedding hospitality experience

  • Experience using Intercom

 

We offer:

  • £35k OTE

  • Career Growth Path

  • An open and supportive people-first culture

  • Statutory Holidays and 3 additional Company Days

  • Flexibility for Hybrid/ Remote Working

  • Team Days in Ireland twice per year

  • Opportunities for learning and development

 

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 by Friday 15th July.

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