Job Overview

Hub Planner is looking for a Customer Success Specialist with a focus on Customer Support and Marketing. As a Customer Success & Marketing Specialist, you will provide a helping hand to our Customers who are using Hub Planner as their Resource Management tool as well as to onboard new potential customers. This is a newly balanced position that will offer a blend of customer support and marketing elements. You’ll never be bored!

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Customer Success Job Description

First things first, Hub Planner are known for their excellent customer support and we want you to keep this up! You will play a key role in our rapidly growing client base by delivering exceptional customer support to existing customers but also help to onboard new customers. With your tech savvy and customer centric approach, along with a thorough understanding of how Hub Planner works you will take charge of Customer Success in both support and sales.

  • Be the first-line of support through live chat and email.

  • Engage new and potential customers through video demo calls to drive product adoption and excite customers about Hub Planner.

  • Train and educate customers on how to effectively utilize Hub Planner via screen share/email.

  • Track and manage sales leads of potential customs via Hubspot.

  • Build and maintain the Hub Planner Knowledge Base and be in dialog with the QA and dev team on emerging features.

  • Report feature suggestions and bugs coming from customers through JIRA and to the QA team.

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Marketing Job Description

Next, the marketing side of the job. Your key role here is to maximize Hub Planner’s brand performance, using your customer insights to drive feedback to the team and product to help represent our online presence. This is an exciting hybrid part of the role we feel you can adapt to and grow into from your direct experience dealing with Hub Planners customers.

  • Produce relevant content material for the campaign site, blog posts, articles, product descriptions, in-house presentations, customer documentation and social media platforms.

  • Contribute to the Hub Planner knowledge base with meaningful articles and explainers that help on board customers quicker and easier to the platform.

  • Creative content for generic blog posts relative to Resource Management and Hub Planner

  • Participate in Daily Stand up Scrum meetings with the team

  • Handle incoming bugs from different channels and translate them into actionable and readable tickets for developers.

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  • Collaborating with the Marketing/Tech teams to assess product requirements and understand the functionality.

  • As someone who knows the product well, be able to educate and mentor other new employees on the expected behaviour and results of Hub Planner.

  • Represent Hub Planner online, and look for new opportunities for growth in our sector.

  • Be part of new feature brainstorming

  • Confidently presenting design ideas and recommendations to the team

  • Accomplishing SEO audits to optimize Hub Planner’s SEO.

Requirements & Skills

If you would like to be a successful Customer Success Specialist at Hub Planner, you will need:

  • 3+ years experience in a customer support role with a clear demonstration of your marketing abilities.

  • You find the description of this role exciting and are passionate about solving customer problems in a fast-paced and ever-changing environment.

  • You are used to working close to technology and close to a development team.

  • You are a positive person by nature and have a passion for what you do.

  • Outstanding communication, creative writing, presentation, organization, and interpersonal skills.

  • Exceptional ability to engage with customers in a consultative manner.

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  • Excellent listening, written, and oral communication skills, including with non-technical stakeholders in English

  • Ability to discern priorities and constraints, and to devise appropriate solutions

  • Ability to think critically and creatively

  • Keen attention to detail

  • Experience with SaaS applications, especially within the Resource Management or Project Management sector is merited.

  • Excellent experience with HubSpot

  • Recent experience with WordPress

  • A proactive approach and willingness to take initiative is a desired trait you can display.

    Additional Info:

    Resume:

    How to Apply

    To enjoy the role of a Customer Success Specialist, we believe that you are independent and self-going, high-performing, enthusiastic and innovative. You have a passion to deliver the best customer experience and you are keeping up with best practices in your areas of expertise.

    Hub Planner will offer you a fun start-up environment where you will have the opportunity to be part of shaping the live platform and be able to put your dent on the marketing and customer experience side of the direction. We work in an agile way, develop to the live platform with continuous delivery via sprint’s, and have sound structure around development and decision making.

    Hub Planner HQ is centrally located in both Stockholm and Dublin. We offer competitive salaries, and provide an attractive working environment and culture. Remote working is also possible.

    Back to Current Openings at Hub Planner.