Customer Success Executive

The Role

You'll be a key point of contact for our mart customers. You'll help them get the most from MartEye, solve problems quickly when they come up, and spot opportunities to do more together. You'll work alongside our existing support lead and share responsibility for keeping customers happy and sales running smoothly.

About you

Clear, friendly communication by phone and in writing
Calm and methodical when something goes wrong under time pressure
Comfortable with software, quick to learn new tools and happy to troubleshoot
Organised, reliable and able to manage several things at once
Comfortable picking up the phone to customers you haven't met yet
Experience in a customer-facing role such as support, account management or customer service

What you
will work on

Customer support

Handle customer queries by phone, email and web, and resolve issues quickly and clearly
Provide sale-day support on a shared rota with the team
Log bugs and feature requests and work with engineering to follow them through
Build help guides and FAQs so common questions get answered faster

Onboarding and training

Support the rollout of MartEye Studio to new marts, including setup, training and go-live
Train mart staff on site and remotely
Travel occasionally to customer sites in Ireland, the UK and the US

Account growth and outreach

Run regular check-ins with existing customers to understand their needs
Introduce customers to products and features that would help them
Follow up on inbound interest and help with outreach to prospective marts
Help promote upcoming special sales with customers and stakeholders

Our ideal candidate will have

Experience working in a livestock mart, sale barn or auction
Knowledge of the farming community
Experience with helpdesk or CRM tools
Full driving licence

Technology

A solid understanding of Microsoft Office and competence use web apps such as Google Docs and Dropbox etc. Adobe Creative suite knowledge is a bonus

Benefits

New Laptop
Flexible Schedule

About MartEye

Our mission is to help the agricultural community trade simply and securely online. Our live video auction platform has hosted over 50,000 online sales, viewed by more than 5 million people, with over 6.4 milllion lots. More than 90 marts across Ireland, the UK and now the US run on MartEye, and our back-office system, MartEye Studio, is being rolled out to new customers every month.

Marts rely on us on sale day, and great support is a big part of why they stay with us. As we grow, we need another person at the heart of that relationship.