Easol Job Description

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Easol is the leading all-in-one ‘experience commerce’ platform built to power experience businesses including festivals, wellness retreats, food and drink, sports and adventure trips. With Easol, experience businesses have complete control to drive more direct sales, retain more revenue, own their data and run their business on their terms. Easol has deep roots in experiences. The platform was founded by former festival founders, Lisa and Ben Simpson in 2017, after the husband and wife team endured challenges and frustrations first-hand while setting up and growing their own experience business including Rise, Europe’s biggest Snowsports and music festival, and Beyond Adventures, a series of adventure travel experiences in remote locations such as the Sahara desert and the Swedish archipelago.

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Role

This role plays a crucial part of Easol's growth journey as you will be responsible for successfully implementing and onboarding Easol's customers to kick-start and grow their experience business on our all-in-one software platform. You will provide strategic guidance to Easol’s customers to drive value from the platform by ensuring success metrics are met, enabling their business to grow. Candidates should love working with customers, ideally with a technology-delivery focused, customer success and implementation background.

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 This role will be based in New York or New Jersey; we can only accept applications from individuals who are physically based in one of those two locations.

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Responsibilities

• Build and nurture customer relationships at all levels and know how to identify whitespaces for improvement.
• Help customers achieve their objectives by understanding their business, their success measures and their challenges.
• Become an Easol platform expert and help customers make full use of the functionalities as well as the wider community.
• Ensure customer success strategy results in speed to on sale, higher product adoption, increased customer satisfaction (e.g. NPS scores), world-class retention and renewals metrics and increased customer lifetime value.
• Ensure timely delivery of implementation metrics to reduce customer time-to-value.
• Measure, analyse and report on internal customer success and onboarding metrics.
• Design and automate a best-in-class customer feedback loop, advocate for the customers' needs and work closely with product and engineering to develop the most impactful and relevant new platform solutions and features.
• Continuously optimise the implementation process whilst building a bank of testimonials, case studies and keeping leadership updated with industry trends.

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Qualifications and Requirements

• You have a bachelor's degree or equivalent.
• You have a proven track record of accountable, excellent performance in a fast-paced startup environment.
• You have experience in SaaS/B2B within customer success, account management or professional services.
• You are highly analytical and data-driven with the ability to dissect and interpret large sets of data.
• You are highly empathetic and have excellent written and verbal communication skills.
• Basic knowledge of HMTL, CSS, Javascript would be a plus. Even if you don't have any idea now, you don't shy away from making use of all the free resources out there to get up to speed.
• Knowledge or experience using web building platforms (Shopify/Squarespace etc) or strong willingness to learn.
• A basic understanding of e-commerce, web analytics and digital marketing would help you excel in this role.
• You have a Green Card or US Citizenship.

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About You

• You are coachable and good at following instructions as well as self-directed and able to work without supervision.
• You are creative and able to think outside the box.
• You are hands-on with an attitude that no tasks are too small for you.
• You have an incredible drive for success and a high work ethic.
• You are process-oriented and always show meticulous attention to detail.
• You love to work in a competitive and fast-paced environment.
• You are a team player who is compassionate, friendly and always seeks to empower others and learn from others.
• You are organised, have excellent time management skills and know what key priorities you need to focus on.
• You are adaptable and have a huge and never-ending desire to learn and improve.
• Our business is changing and growing fast and along with it are the demands and skills needed to succeed. You believe in the growth mindset and have no doubt that you can learn and develop almost any skill.
• You are passionate about experience travel and adventure. You are likely to spend your holidays kite surfing in Sri Lanka, hiking the Nepalese mountains or at an alternative music festival.

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What you’ll enjoy at Easol

🧠 You'll have real visibility of what's happening in the business. We have weekly company meetings, where we all get together to discuss our wins, learning opportunities, our goals and direction.

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🗣 There is an open forum for you to have your say in what we do and how we do it. We empower our team to share their ideas - no egos here!

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🌏 You'll have access to our incredible perks, such as a company-funded "deep week", where you can travel to a destination of choice and have dedicated time to focus on a project that is important to you without distraction.

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💰 In addition to that, we offer a monthly contribution towards a gym membership and your mobile phone contract, an annual personal development budget, support to choose your own equipment and a lot more.

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✈ You’ll have 33 days of holidays, inclusive of public holidays.

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🌱 Employees of all backgrounds and physical abilities will be supported by us in every way possible to thrive.