Board Intelligence

Customer Success Manager

• Genomföra onboarding-sessioner för nya kunder
• Guida kunder genom produktens funktioner och den första konfigurationen
• Hantera inkommande kundförfrågningar via telefon och e-post
• Genomföra regelbundna uppföljningssamtal med tilldelade kunder
• Övervaka kundhälsa och i förväg identifiera kunder som riskerar att lämna
• Felsöka tekniska problem och ge vägledning kring produkten
• Ansvara för avtalsförnyelser och identifiera möjligheter till merförsäljning
• Genomföra merförsäljning av kompletterande funktioner eller tjänster till befintliga kunder
• Samla in och dokumentera kundernas feedback och funktionsönskemål
• Samarbeta med produkt- och tekniska team kring problemlösning
• Delta i utformningen av produktens utvecklingsplan med kundinsikter som grund
• Stödja automatiseringsprojekt för att förbättra effektivitet och arbetsflöden
• Ge stöd till försäljningsteamet vid behov, exempelvis genom att hantera leads och kartlägga kundbehov
• Ansvara för korrekt CRM-data och uppföljning av leads
• Bidra till marknadsföringsinsatser, såsom nyhetsbrev och webbinarier

Customer Success Associate

Product Manager

• Own a product area end to end: understand client needs, shape the product strategy, and prioritise investments.
• Identify and validate the right problems to solve, balancing client value and return on investment.
• Translate insights into product decisions and partner with design, user research, UX, and engineering to define feasible and impactful solutions.
• Lead execution from concept through delivery, ensuring successful launch and adoption.
• Collaborate with Sales, Marketing, and Customer Success to create collateral, shape messaging, and drive go to market activities.
• Define and track success metrics including adoption, client satisfaction, and ROI, and use these insights to inform future iterations.
• Represent Board Intelligence with senior clients and users, building trust and ensuring the product meets their evolving needs.
• Contribute to product team best practices and ways of working, mentoring colleagues and raising the bar for product management within the company.
• Bring a commercial lens to product decisions, ensuring that our investments translate into business impact.

Senior Product Manager

Product Specialist

• Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society.
• As a Product Specialist in our first line support team, you will be the first point of contact for our clients, helping to diagnose and resolve their queries with confidence and care. Your purpose is to deliver exceptional, concierge style support that leaves every client with a positive and memorable experience.
• You will also play an important role in guiding clients to get the most value from our platform, delivering training where needed and feeding insights back to the wider business. By working closely with colleagues across teams, you will help shape the future of our product and contribute to the growth of both our clients and Board Intelligence.
• Acting as the first point of contact for clients during the evening 3pm – Midnight shift, diagnosing and resolving queries to agreed service levels and ensuring a clear understanding of the user’s needs
• Using judgement to identify whether issues are product bugs, training needs, or require escalation, and providing accurate context for further investigation
• Creating and delivering training resources, including attending client meetings with Account Management and Customer Success to support adoption
• Supporting internal teams with user data analysis to identify trends, propose improvements and contribute to product adoption and efficiency
• Providing a feedback loop to product and customer teams, representing the customer voice in product development and company priorities
• Proactively contributing ideas to improve team processes and the client experience
• Managing incoming tickets solo from 6pm – Midnight, ensuring smooth handovers to the night shift team and follow-up on day team escalations
• Remaining alert to incoming calls, emails and internal requests, ensuring timely and effective responses
• Asking intelligent questions to build context around issues while following security procedures
• Escalating queries to Senior Product Specialist, Second Line Support, Engineering or Customer Success with clear notes on diagnosis and user context
• Maintaining accurate records of all client interactions and keeping knowledge of product developments up to date
• Building strong relationships with users at every touch point, including encouraging event attendance and referrals
• Collaborating closely with colleagues across teams to deliver seamless support and share knowledge
• Participating in the out of hours rota, covering evenings and weekends as required

Product Specialist, First Line Support

Growth Marketing

• Build a global growth and demand gen engine, design and implement strategy, and establish structure and shape of the function to achieve growth velocity.
• Work closely with leadership and be part of Senior Leadership Team reporting to the CMO.
• Setting up a growth and digital demand gen engine that delivers scalable, predictable, high-quality leads, pipeline, and revenue.
• Driving market research, customer segmentation, and competitive analysis to inform campaign and strategy development.
• Owning end-to-end planning, development, execution and optimisation of multi-channel marketing campaigns focused on lead generation, customer acquisition, retention, and targeted ABM campaigns.
• Collaborating with Head of Content to align editorial calendar with campaign strategy and develop/distribute engaging content.
• Collaborating with CRO and Sales to align strategies for seamless lead handoff and high conversion rates.
• Collaborating with CCO and Customer Team on customer marketing to improve onboarding, retention, cross sell, advocacy and referrals.
• Collaborating with Product Team to align campaign strategies with product releases.
• Setting KPIs, measuring, reporting and optimising campaign and channel performance to improve ROI and conversion rates.
• Owning, managing, and optimising marketing stack to improve reporting, cross-team alignment and insights.
• Leading, managing and building out a high performing team, and managing external agencies.

Customer Success Associate

Senior Product Manager

Product Specialist, First Line Support

Director, Growth Marketing