Customer Success Engineer

Customer Success Engineer

Bopple gives high-growth, reputable hospitality businesses the scalability, reliability and flexibility they need to run, grow and succeed online.

At Bopple, we believe in making products that matter — products that not only solve real-world problems but also help to engage, enchant and elevate customer experience. Our customers should feel empowered by technology and we work hard to make that happen.

We are growing fast and the landscape is changing every day; this is where you come in.

Primary role at Bopple

As a Customer Success Engineer at Bopple, your role will drive the exciting next chapter of customer-led growth as you lead onboarding, training, configuration, and launch support for our valued customers.

Your mission is to ensure their needs are not only met but exceeded, acting as a product expert and trusted guide from the very start. You'll gather invaluable feedback to fuel innovation, drive early platform success, and educate customers on best practices, relevant insights, and opportunities to maximise the platform's value for their business.

You're the catalyst for customer success. Your role will not only shape the way we support customers to start, run and grow, but ultimately, what we build next, and why.

About the team

Customer Operations. The Customer Operations team owns the adoption and value delivery across our venue partners. They advise and guide our customers to success, ensuring their ever-changing goals are not only met, but continually exceeded.

The team plays an influential role in defining the future of Bopple, setting new customers up for early success, assisting the customer through onboarding, implementation and launch process and functions with helpful, relevant and persistent support. The team ensures new customers see meaningful value early and unlock opportunities and growth they might not have thought possible.

Key responsibilities

As Customer Success Engineer at Bopple, your role will encompass a range of responsibilities to ensure the success of our customers and drive business growth.
You’ll help shape the way we operate and how we support our customers to start, run and grow with our platform:

• Understand the customer: Successful customer onboarding starts with a deep understanding of the customers' needs, goals, and pain points. Act as a trusted guide and advisor to customers. Understand their goals, challenges, and aspirations, and proactively offer guidance, support, ideation and solutions to help them succeed with confidence across our platform.
• Customer-centric onboarding: Every customer is unique, and their onboarding experience should reflect that. Develop a personalised onboarding journey that aligns with the customer's goals and challenges. This may involve customising product demonstrations and providing relevant resources. Guide customers through setup, configuration, and any required training.
• Early impact: Drive the early impact stages of the customer journey, ensuring customers see meaningful value from our platform shortly after onboarding. Identify and unlock growth opportunities that may not be apparent to customers such as launch marketing activities, campaigns and ideation.

Supporting responsibilities

• Customer support. Provide both proactive and reactive customer support, addressing inquiries, issues, and feedback promptly and effectively. You’ll own the resolution of issues from initial contact to completion by monitoring and responding to user-reported issues as well as alerts promptly and professionally. This may include troubleshooting, issue replication and cross-functional team collaboration.
• Customer engagement. Plan and lead customer engagement efforts, including reviews, updates and new features, insights or opportunities that might be helpful or relevant. Foster strong relationships and ensure customers are satisfied and engaged.
• Management tools. Manage customer communication, revenue, and relationship management tools, including HubSpot, PandaDocs, Chargebee, and Stripe, to ensure consistent and accurate data management, reporting and tracking.
• Customer champion and collaborator. Collaborate with internal teams to collect and share customer feedback, ideas, suggestions and recommendations, serving as the voice of the customer and contributing to the continuous improvement of our platform.

Key tools

• Bopple Back Office. Provides customers with the necessary tools and functionalities to effectively run their online stores, streamline operations, and optimise their eCommerce strategies and campaigns.
• Hubspot. Customer Relationship Management and marketing platform for customer communications including phone, SMS and email.
• Stripe. Payments and billing platform for customers.
• Chargebee. Subscription management platform for customers.

Company tools

• Notion. Company documentation including notes, tasks and project plans.
• Slack. Team messaging, quick collaboration and project huddles.
• PandaDocs. Document automation and eSign tool.