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Account Manager

Description

We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

The Role
 

We’re expanding our team to match our growing Mid-Market and Enterprise Paymentsense customer base. As an Account Manager based in Hull for our high value customers, you’ll own the end-to-end experience for some of our highly strategic customers driving satisfaction and outcomes for the customer leading to renewals, expansion, and advocacy for our products.

You will partner with our customers to ensure that they get the best out of our products. You are passionate about going the extra mile for our customers and making sure that they have a fantastic experience. You are able to build effective relationships and truly understand what the customers' needs are.

What you will do…

  • Serve as the primary point of contact mainly via telephone and email

  • Understand customer needs via proactive activities and ensure they get products and product functionality that best suit them

  • Orchestrate across teams so that onboarding, product training, support and all other processes are seamless

  • Gauge customer engagement with the company and provide feedback to the other teams regarding product and service improvements

  • Maintain a cadence of communication with customer about their account health, usage trends and satisfaction, ensuring no customer leaves us, and opportunities for expansion are maximised

  • Coach and develop other members of the team
     

What you will bring...

  • Strong background in an Account Manager or Customer Success role, with a customer obsessed mindset 

  • Proactive, growth-focused mindset with the ability and desire to continually learn

  • Ability to adapt approach to various audiences, from c-level executives to support staff, and challenge effectively 

  • Ability to work in a fast-paced, multi-task environment

  • Excellent time-management skills with the ability to meet deadlines

  • Proven ability of critical thinking, using logic and reason

  • Self-motivation and ability to work on own initiative as well as part of a team 

  • Demonstrated proactive troubleshooting, listening and problem solving skills

  • Background in coaching other team members would be highly desirable

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at https://www.dojo.careers

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