Customer Success Coordinator (German Speaker)

Fospha is the marketing measurement platform for eCommerce brands. We have found product/market fit in the last two years and quickly become the market leader for measurement in EMEA. We are the only business of our type to be a certified partner of Meta, TikTok and Snap, and have worked with those customers to drive massive growth and value for both sides over the last 12 months. Now we are working with those partners to enter the US market at scale.

This is a hugely exciting time to join Fospha. To make the most of this opportunity we need to maintain the high bar for excellence we hold as a team, and continue to provide the world class customer experience we are renowned for. As we scale the customer base, this will create exciting opportunities for people to join our early US team and have a serious influence on our North American operation.

The Role

We believe our customer team are great at what they do because they are adaptable and want to deliver the best possible experience for our clients. In this role, we are offering the opportunity to rapidly progress at Fospha, developing marketing and attribution expertise, incredible data analysis skills and building strong relationships is stakeholders. We see Customer Success as the perfect incubator to learn Fospha and the problems we solve for our customers. With this you are ready to move into other departments through our Centre of Excellence Grad Scheme, with opportunities in Product, Sales, Marketing and Operations available once you have gained the domain expertise required.

Role and key responsibilities:

• Support and learn from Customer Success team on matters specific to Fospha clients
• Own and project manage client onboarding, ensuring quality for our customers
• Become a go-to expert in Marketing and Fospha products and provide training sessions to clients and on-going support
• Forecast and track key account metrics, identify and help realise upsell opportunities: grow opportunities within customer base and collaborate with our sales team to ensure growth attainment, and realise upsell opportunities
• Track client health scores, creating mitigation plans for at risk clients to ensure renewal
• Independently prepare and deliver insight meetings to clients, highlighting their marketing performance, providing recommendations on ad investment and progress against their goals
• Build and manage key client stakeholder relationships
• Continually strive to provide the best customer service possible and exceed expectations

Professional Requirements:

• Working knowledge of MS Excel (formulas, pivot tables, visualisations) and MS PowerPoint
• Enjoy working with data; pulling reports & data analysis to get the best insights to our customers; experience with data visualisation is a plus

• Organisational – you will be working across multiple accounts with competing priorities, so this will be key.
• Capable of producing high quality presentation decks for client meetings, overall owner and responsibility for getting contributors to provided content on time.
• Relationship Building – Both with colleagues but also clients, one of our core values is ‘customer at the heart’ so we place great importance on our relationships with them.
• Demonstrated interest or experience in Search or Social marketing (internships and contract work count!), marketing experience (google analytics), understanding of performance marketing
• Intellectual Curiosity – you’re keen to expand your knowledge, and you’re quick to use your common sense / are a self-starter with how to find out the answer to something

• Effective verbal and written communication skills

Personal & Professional Growth

We actively want to grow and support you, we welcome our team’s feedback. You can expect to up-skill and take on more responsibilities over time should you choose to, and there are many ways your career can develop with Fospha:

• Extensive opportunities for progression for those who seek it within the Customer Success team or transfer department. Many of the current cross-functional leaders in our organization came through this route.
• Enrolment in the Fospha Centre of Excellence – our new Learning & Development Programme

• Access to coaching in product development & leadership to serve you at Fospha and beyond
• Opportunities to partake in structured training and leadership development programmes, from our being a part of Blenheim Chalcot, our investor and the UK’s largest Venture Builder

Salary and Benefits

Salary – Competitive base + OTE

Benefits – Pension scheme, work perks scheme, healthcare scheme.

Flexible Working

Hybrid working – We take pride in the tight knit communities we have created at our office hubs. Duration probation Fospha team members spend 5 days a week in the office to maximize your opportunities to learn. After probation this moves to 4 days in, 1 day at home.