This is a hybrid role, where we ask you attend our Head Office in Brighton twice a week
About BrightLocal
At BrightLocal our mission is to help every marketer become brilliant at local SEO*.
We do this through a unique combination of powerful software, done-for-you services, and extensive knowledge sharing and training resources, including our very own BrightLocal Academy.
We believe the best way to achieve our mission is to ensure every team member is happy, passionate, motivated, and committed to helping our customers.
We do this by creating the most positive work experience possible for you. You’ll get boundless opportunities to learn, develop, succeed and thrive in a culture that cherishes individuality and champions teamwork and collaboration.
We’ve been working this way for 12 years and so far it’s worked well. We’ve grown from a fledgling operation of just Myles and Ed (our two founders, who still lead the business today) to a global team of 190 with offices in Brighton (UK), Kyiv (Ukraine) and Valencia (Philippines).
Today we serve over 15,000 customers and have consistently grown by 20% each year. You’ll get to work with businesses of all sizes from small marketing agencies, right up to big brands such as Co-op, Krispy Kreme, Halfords and IKEA.
‘Enjoying work’ is a core company belief. You’ll experience this through our flexible working options (e.g. remote, core hours), our vibrant, energising and comfortable offices and regular team events. We believe that we’re nothing without strong, personal relationships and we carefully nurture these through a range of activities that cater to the interests of our diverse team - e.g. team lunches, social nights, escape rooms, cocktail making, learning to sail, scavenger hunts, paddle boarding etc...
We’re proud to be a Working Families and Living Wage employer, and in 2021 we were selected as a ‘Culture Leader’ in the BreatheHR’s Culture Leaders Awards (we were 9th out of 150 companies and we’re aiming much higher in 2023).
You can find out more about life at BrightLocal on our ‘Working at BrightLocal’ page, and check out our reviews and photos on Glassdoor which really show you what it’s like to be a member of our team.
We know that our future is packed with big challenges and exciting opportunities; and we need smart, passionate and committed people like you to help us realise them!
What is Local SEO we hear you cry?! - the objective is to help local businesses get higher up search results so they attract more customers and can grow; this is achieved through various activities such as creating a Google Business Profiles listing, writing targeted website content, getting listed on web directories, getting more 5 star reviews and so on… It sounds complicated, but that’s where we come in, we take the mystery out of how to be successful and help our customers achieve great results.
This is an exciting opportunity for an experienced & autonomous individual, looking to develop their career within a highly successful, growing tech company.
Job Description:
Building and maintaining strong relationships with our premium customers by serving as their primary point of contact.
Understanding customers business needs and objectives and identifying opportunities to upsell or cross-sell products or services.
Developing processes and strategies to meet targets and revenue goals.
Providing regular reports to clients and internal teams on account performance and progress.
Collaborating with internal teams, such as marketing and product development, to ensure clients are receiving the best possible service.
Resolving client issues and concerns in a timely and effective manner.
Staying up-to-date on industry trends and developments to provide clients with insights and recommendations.
Take a proactive, data-led approach to helping customers more effectively use our product and help them grow
Inspiring customer loyalty and retention, reducing churn
Proactively eliminate problems before they require a support touchpoint
Working to SLAs and KPIs
Operationally assist in Account Management projects day to day
Providing varied support as and when needed to colleagues in the success team
We’re looking for a unique individual who has experience in the below:
A minimum 2 years working in a role with front line customer experience
Excellent verbal and written communication skills
Great attention to detail
Good knowledge of cloud & business software (e.g. Google docs, Excel, PowerPoint)
Has excellent time management skills and can think on their feet whilst prioritising their workload
The ability to self manage and motivate and work in a fast paced environment
A good level of technical experience with software preferred
Previous experience in Local SEO / Digital Marketing preferred but not essential
Experience using Salesforce, Zendesk, Intercom or similar systems preferred but not essential
Experience working for a SaaS Platform preferred but not essential
Person Specification:
You are positive, friendly and professional
You have excellent attention to detail and an analytical mind
You are a team player who is able to build good relationships and rapport with both colleagues and clients
You are passionate about your work and strive to have a positive impact every day
You are happy to become the ‘expert’ and educate those around you
You are able to focus on the task at hand in a busy, fast-paced environment
You are self-motivated & able to work autonomously on your tasks
This role is perfect for someone who is adaptable, flexible, keen to learn and can think on their feet
A proactive, customer-focused person who is able to build strong relationships with customers. You are effective at problem-solving and anticipating clients ever changing needs
You will regularly liaise and collaborate with our colleagues in the Philippines, Kyiv & USA, your internal relationships are as important as external ones and you’ll need to be a team player and a great communicator to be successful in this role.
Salary:
£25,000- £30,000 pa dependant on experience
Performance Bonus:
Every team member has a bonus (20% for most) on top of their salary. This is linked to overall company performance and personal or team performance; it’s paid in January at the end of our financial year (December 31st)
Hours:
9.00 am - 5.30 pm Monday- Friday
Training
We will provide excellent training at work and through external courses if you need them.
You will receive extensive training on SEO, marketing and the BrightLocal platform. You will use this knowledge to assist and advise customers, impressing them with your knowledge and educating them about the benefits of BrightLocal.
Why BrightLocal?
Holiday Allowance that increases over time
We offer 25 days annual holiday (plus bank holidays) and you get a day off for your birthday, too. The more time you spend with us, the more holidays you get, rising to 30 days if you hit the big ‘10’ - some of our team are pretty close :)
Investing in you
As well as 5 to 6 company-wide training workshops including Gender Bias, Accountability, Peak Performance and Active Listening we also offer everyone in the team their own personal training budget for the year. We want you to be your best self at work so take a look around and find the right course(s) for your own personal development - you get an annual budget of £1000 but if there’s the “perfect” course that is more than this then we can take a look.
Healthcare & Wellbeing support:
We are firm believers in supporting our team members in body and mind. We provide a range of health and wellbeing benefits including Vitality Private healthcare (includes dental cover, CBT support and free access to complementary therapies), free flu jabs and free eyecare vouchers. We also have weekly in-office massages (by the awesome Lillo and Kate) and a comprehensive bike-to-work scheme to get everyone moving! For 2022 we have teamed up with Perkbox to give all team members access to hundreds of money saving deals and discounts they can use to put money back into their pockets and smiles on their faces.
A force for good in our communities
We are a big believer in supporting the communities we work in, and play an active role in supporting local and national charities. As well as donating money we empower team members to be personally involved by giving everyone 6 days per year to physically help a charity or community organisation with their important work.
A vibrant, energised and comfortable working environment:
We are a very informal and casual company. We want every team member to feel completely ‘at home’ working here and be able to do great work in a comfortable and vibrant environment. We have created offices that enable focused, ‘head-down’ work but also have fun, collaborative working spaces that foster new ideas.
We have a fully-stocked drinks fridge and our kitchen cupboards overflow with snacks - of both the healthy and (very) unhealthy kind.
We love to celebrate all team members’ birthdays, and double down on cakes, drinks and cards (as long as that's what they want!). We also make a big deal of important work anniversaries with presents, gift cards and lots of hi-fives.
Working Abroad:
We encourage work-life balance by enabling our employees to work abroad for up to 3 weeks a year; whether it’s France, New Zealand, Costa Rica or Bali… the world is there to be explored and we want to help you explore it.
Covid-19 Update:
Our office is now reopen in central Brighton (we will be hot-desking and working from home flexibly going forwards)