**Why are we looking for someone?**
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Delib has a small but mighty team in the Asia-Pacific region and we're now looking for help to support our growing customer base. Our Customer Success Managers have been instrumental in getting Delib Asia-Pacific to where it is now, but we need to make a change to how this work is done as the company grows.
Historically, the Customer Success Managers have managed the customer experience end to end, top to bottom, covering everything. Delib has grown past this and we are now in an exciting position to be able to introduce entry-level supporting roles in Customer Success.
**What's the job?**
Customer Success sits in the middle of the business. We are the voice of the customer inside Delib. We onboard, train and provide ongoing support for our entire customer base. We work in partnership with them to support what they do, making their lives a little easier. Our customers appreciate that we support them in a helpful manner, grounded in an understanding of their needs.
The CSMs currently spin a lot of plates. All those spinning plates are important and we don't want to drop any of them, so we need someone to take responsibility for some of the spinning.
The key aspects of this role fall into two main areas: directly supporting the customer; and directly supporting the CSMs. This looks like:
**Customer support and contact**
- Providing direct customer support over the phone and via a shared inbox - writing comprehensive, respectful and helpful answers in response to incoming customer queries.
- Providing usage data, top tips and best practice examples to our customers by assisting with the creation of annual usage reports.
- Updating our public 'help' and 'how-to' articles for customers as and when needed
- Joining relevant customer calls with the responsible CSM
- Share responsibility for a small customer base to start developing your customer success skills
**Customer Success Manager support**
- Ownership and updating of the data and information we use to benchmark customer activity, which informs how we work with customers
- Configuring customer site mock-ups - this will benefit from a creative eye and some lateral thought as well as giving you hands-on experience with our products
- Reviewing and tracking customer engagement activities
- Assist with the admin and organisation of customer training sessions
- Creating support and training resources for our customers
- Joining global calls with the people directly responsible for Customer Success
This is a new role within Customer Success, and as such, it will evolve. Delib is always looking for areas to improve and job roles are no exception. If things can be changed to be better, then they will be, using feedback and adapting to the skills and experiences of the people doing the job as well as the developing needs of the business.
**Your future at Delib**
We're looking for someone who can help us now and in the future, and this job offers significant potential for progression. Doing this job will expose you to everything Delib does as a Civic Tech Software-as-a-Service (SaaS) company, including business support, sales, engineering, and more. There will be many opportunities for the right person.
Specifically, this role has a supported and encouraged path to becoming a Customer Success Manager and beyond, which involves:
- Managing your own cohort of customers across the Asia-Pacific region
- Making real business decisions that have a direct affect on the products we build
- Delivering product training, both face-to-face sessions and web-based screen-shares
- Growing the number of active users within the customer organisations you are responsible for
- Coordinating annual subscription renewals and managing other account admin
- Building Delib's profile with our customers and the wider digital democracy/gov community by sharing news and thinking at events, via Twitter, blog posts, presentations etc.
- Being aware of legal frameworks and statutory information pertinent to our products
**Who are you?**
You'll care about people. A lot. You'll get a kick out of doing a really good job and providing the very highest level of human-centred service.
You will definitely be motivated - proactive not reactive. You're not waiting for people to tell you what to do because you're already out there doing it. You are a 'do-er', you like to be busy, and you like to get things done.
You like to learn about new stuff, all day, every day, because - no matter how experienced you are - there is always something new to learn. The Customer Success Managers and the rest of Delib are there to help you if you don't know the answer to something, or you need help to understand how to get a thing done - we are all helping each other to get things done, all the time. You are the kind of person who can seek help when you need to move something forward.
You find oddly niche things endlessly fascinating, and aren't afraid