About Company
Huboo Fulfilment is at the forefront of revolutionising the e-commerce logistics industry through cutting-edge technology and a commitment to exceptional service. Born out of Bristol, we’ve rapidly grown from a startup to an industry leader, providing smart, scalable fulfilment solutions for businesses of all sizes across various sectors. Our unique, tech-driven SaaS platform integrates seamlessly with multiple sales channels, offering real-time inventory management, order tracking, and a comprehensive suite of tools designed to simplify the complexities of order fulfilment. At Huboo, we pride ourselves on our innovative spirit, customer-centric approach, and vibrant culture. We believe in empowering our employees to take ownership, drive change, and grow alongside us as we continue our ambitious expansion. Join a team where your contributions directly impact the success of thousands of businesses and shape the future of e-commerce.
Job Description
Are you a natural problem-solver with a passion for building lasting relationships and driving customer success? Do you thrive in a fast-paced, innovative SaaS environment? Huboo Fulfilment is seeking a dedicated and enthusiastic Customer Success Representative to join our growing team in St Pauls, Bristol. In this pivotal role, you will be the primary point of contact for a portfolio of our valued clients, guiding them through their journey with Huboo from onboarding to ongoing engagement. You will act as a trusted advisor, understanding their unique business needs, ensuring they maximise the value of our SaaS fulfilment platform, and ultimately contributing to their continued growth and satisfaction. This isn’t just about support; it’s about proactively engaging with clients, anticipating their needs, identifying opportunities for expansion, and championing their feedback internally to influence product development. If you’re eager to make a tangible impact, contribute to a dynamic team, and grow your career within a thriving tech company, we want to hear from you. This role offers an incredible opportunity to develop expertise in both SaaS and e-commerce logistics, working with a diverse range of clients and an innovative product.
Key Responsibilities
- Manage a portfolio of assigned clients, acting as their primary point of contact and trusted advisor.
- Proactively engage with clients to understand their business objectives and challenges, ensuring they achieve maximum value from the Huboo platform.
- Onboard new clients efficiently, providing comprehensive training and ensuring a smooth transition.
- Conduct regular business reviews (QBRs) with clients to assess performance, review goals, and identify areas for improvement or expansion.
- Monitor client health, identify at-risk accounts, and implement strategies to ensure retention and satisfaction.
- Collaborate with internal teams (Sales, Product, Operations, Support) to advocate for client needs and resolve issues effectively.
- Identify opportunities for upselling and cross-selling additional Huboo services or features based on client requirements.
- Gather and relay client feedback to product development teams, contributing to the continuous improvement of our SaaS platform.
- Maintain accurate and up-to-date client records within our CRM system.
- Stay informed about industry trends, competitive landscape, and best practices in e-commerce fulfilment and customer success.
Required Skills
- Proven experience (minimum 1 year) in a customer-facing role, preferably in Customer Success, Account Management, or a similar client-centric position.
- Exceptional written and verbal communication skills, with the ability to articulate complex information clearly and persuasively.
- Strong problem-solving abilities and a proactive approach to identifying and addressing client needs.
- Demonstrated empathy and a genuine desire to help customers succeed.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and general office productivity tools.
- Ability to manage multiple client accounts and priorities effectively in a fast-paced environment.
- A keen interest in technology, SaaS platforms, and the e-commerce industry.
Preferred Qualifications
- Previous experience working in a SaaS company, particularly within the logistics, e-commerce, or fulfilment sectors.
- Familiarity with e-commerce platforms (e.g., Shopify, Magento, WooCommerce) and their integrations.
- Experience with data analysis and reporting to demonstrate value to clients.
- A degree in Business, Marketing, Communications, or a related field.
Perks & Benefits
- Competitive annual salary and performance-based bonuses.
- Generous holiday allowance, increasing with tenure.
- Comprehensive private medical insurance.
- Company pension scheme.
- Dedicated budget for professional development and training.
- Opportunities for career progression within a rapidly expanding company.
- Regular social events, team-building activities, and a vibrant company culture.
- Access to mental health and well-being support services.
- Modern, collaborative office environment in the heart of Bristol.
- Cycle to Work scheme and other commuter benefits.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We encourage you to visit our careers page, locate relevant openings, and submit your resume and a compelling cover letter detailing your relevant experience and why you are passionate about customer success in a SaaS environment.