Customer Success Executive

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. 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.

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.

What you'll do

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

Operations

• Generate reports using our internal tools
• Liaise with external service providers
• Suggest and drive improvements to how we support customers

About you

Essential

• 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

Nice to 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

Please submit a CV and brief covering letter outlining your experience and suitability for the role to:

[email protected]