Experience Apps Support Analyst

Experience Apps Support Analyst

Keyloop

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.   We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?     Purpose of role:   Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.   Our Support Analyst will also assist colleagues, and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (Customer, peers, and Managers) in order to achieve our departmental and company strategy.   This role requires someone who is resourceful and well organized, with excellent analytical and problem solving skills, who is able to work effectively as part of a high performing team with a passion and commitment to providing service excellence.

Escalation Manager

Keyloop

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.   We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?     Purpose of role To deliver get-well plans to top tier customers, reducing dissatisfaction and fostering the right environment for cross-sell & up-sell opportunities To coordinate with other Keyloop functions to ensure customer issues are resolved satisfactorily To balance the needs of the urgent against the day-to-day demands of the general customer population To be aware of and flag potential risk with our customers

Customer Success Manager

Keyloop

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.   We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?     Purpose of the role The Customer Success Management team is dedicated to driving customer retention and maximising value through effective Performance reviews & aiding clients achieve their business objectives. Our goal is to ensure every customer becomes a passionate, long-term advocate for Keyloop — measured through high retention, strong satisfaction (NPS), and sustained revenue growth   Reporting to the  Head of Customer Success, the Customer Success Manager will directly manage a defined portfolio of accounts to ensure expected value and growth is achieved.  The successful candidate is a key member of the Customer Success organisation, as the role will entail working with customers, sales, professional services, customer support and partners to deliver customer value and success. This person will have exceptional customer relationship, analytical and upselling skills.