2 Nov 2018

Full-TimeHead of Product Support (and TeamLeader), ToucanTech, Lisbon


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Descrição da Oferta

Start date: As soon as possible
Reporting to: Company founders
Location: Co-working space in Carcavelos, near Lisbon Portugal (and regular travel to London office) – some late-night/ early-morning shift work may be required to manage international customers
Other perks: 24 paid days p/a holiday per year, fun working environment, training and support and some flexibility over working hours and location

We are ToucanTech, a fast-growing SaaS community database software used by schools and companies to manage their alumni, fundraising, marketing and careers activities. With 100+ customers internationally, we provide an easy all-in-one system that combines a powerful admin portal (for managing records and content) with a flexible website (for community members to login and interact).

This is an exciting opportunity to join the management team of ToucanTech as we open an office in Lisbon and build better processes for releasing new product features, training customers and supporting a growing international customer base. You will be responsible for managing a team of 5+ customer/ product support staff (in Lisbon and London) and overseeing the new office in Lisbon, closely supported by the two ToucanTech founders.
Cloud- based and synched with social media, ToucanTech makes it easy for schools to manage their database records, mass email, events, fundraising, careers mentoring, news etc all in one system. We work with nearly 100 UK and Irish schools from Prep to Higher Ed – for example Cranleigh, Roedean, Clongowes, Wetherby and Hills Road Sixth Form. We also have corporate and research clients such as Pearson and the Francis Crick Institute and international customers such as the American School in Moscow, Bishops College in Cape Town, Kellett School in Hong Kong and Helios HR in Washington DC.
Just a few years old, and self-funded, ToucanTech has grown from the seeds of an idea to a profitable business, providing a valuable and trusted service for schools and other organisations. 2018/ 19 is a symbolic year for us as we double our sales revenue (to £1m) and make major product development strides (a new design, new careers module, new reporting dashboards, new app amongst other things – we have a BIG list of development tasks!)
Through this period of fast-growth it is essential that we roll our new product features efficiently and train our busy customers fully on how to use the product to its full extent. We need clear sign-posting across the software and easy links to support guides and videos as well as tailored training for our varied customers, helping them to achieve their specific goals (e.g. fundraising campaigns, marketing emails etc) using the different parts of ToucanTech. Most of new business leads come from referrals from happy customers – it’s essential that we maintain a positive customer base and 100% renewals!

The role:
• Manage the roll-out of product enhancements and new features – you will be responsible for communicating new product features to our customer base through a combination of weekly customer emails, a support website, the customer’s admin portal and personal phone calls/ emails to high priority customers. Your team will help to input in to the product development process, test new features, create training materials and capture early feedback from customers on any glitches or suggested enhancement – you’ll be the important link between our tech/product team and our customer base.
• Own all of product support – you will oversee the processes we have in place to set-up and onboard new customers, train them, communicate new product features and provide ongoing support – you’ll keep these processes simple and efficient and strive to make them as smooth as possible for our customers. You’ll consider improvements to the way we answer phone calls, log support requests and report back to customers on the level of support we’ve provided
• Build more of a self-service model – you will work closely with the product team to make our system as intuitive as possible, linking to support guides directly from the customer’s admin portal where possible and adding in clear explanations, quick tips, warning flags and anything else that can help the customer’s trouble-shoot themselves before they pick up the phone to our Support line
• Run the Support website & database – we ask customer admins (the people who manage the ToucanTech software for their school/ institution) to join our support community, which is powered by the same ToucanTech software. We want to improve this community, both in terms of the resources, training materials, videos and networking functionality available for our customers on the ‘front-end’ and also in terms of the reporting and customer communications we manage from the ‘back-end’. Over time this community can become a powerful industry group and we can think about offering other services – job opportunities, regulatory updates etc – beyond our core software offering
• Run an energizing programme of training – we already have monthly product webinars and we visit schools that need additional training, but we’d like you to forward-plan an inspiring and practical schedule of training activities for our clients (a big differentiator for us versus bigger software companies). You’ll consider a mix of online webinars, videos, peer-to-peer training, accredited courses, regular meet-ups, annual conference, postal reminders etc. It’s critical to ensure that our customers really understand how to use the product and make it work for them, especially given how quickly we release new features
• Generate case studies – you’ll generate positive stories and lessons (with clear metrics) to share amongst customers and also for the sales team to share with prospective customers (this includes having strong enough relationships with customers to ask them to speak to/ meet with our sales leads to help convince new schools/ organisations to sign up)
• Manage tricky customer situations – alongside the company founders, you’ll step in to work with clients who aren’t happy, carefully listening to their issues, figuring out the most efficient solutions with your team and staying in close contact, with detailed updates, until the client is feeling more positive. Part of this process may require overseeing new product development – which will help this client (and others).

Required skills:
• Self-driven, hard-working and detail-oriented, with excellent communication skills (in English)
• A good understanding of data, software and websites, particularly CRM/ database technology
• Able to digest a lot of product information and quickly learn how the ToucanTech works, including complex search filters, reporting, data imports etc
• Highly organized, a team-player and always ‘happy to help’
• Solution focused and willing to roll up your sleeves and really understand the intricacies of a customer issue and take the necessary steps to resolve it
• Academically strong, with a top university degree and an excellent command of English
• Experienced in account management, product communications and customer relations
• Comfortable working in a start-up environment with limited resources, fast pace and high delivery standards
• Willing to shoulder responsibility – although the founders are very hands-on and always happy to ‘step-in’, you should be happy for the ‘buck to stop with you’

Salary & pay review:
This is a full-time position with a starting salary of Eur 28,000 p/a and 24 paid holiday days a year in addition to public holidays in Portugal. We will conduct a salary review after 6 months of working in the company and provide the opportunity for fast career growth, an annual bonus linked to company performance and ad hoc bonuses based on personal performance.

Some of the benefits of this role:
• Be part of a growing B2B tech business with an interesting international client base and plenty of opportunities for personal career growth and a leadership role in the company
• Work in partnership style with customers and build meaningful relationships with interesting organisations across the education and corporate sectors
• Manage a growing product support team in Lisbon and London
• Regular team events, meetups and birthday cake!
• Two paid holiday days (accrued) a month (plus public holidays)

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Tipos de Oferta: Full-Time.

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