Customer Success Associate, ExTrac
£55-65k
A competitive commission package.
2 days a week in office (Victoria, London)
We combine human expertise, curated data, and domain-specific AI to enable faster decision-making.
Job no longer available
We combine human expertise, curated data, and domain-specific AI to enable faster decision-making.
21-100 employees
Job no longer available
£55-65k
A competitive commission package.
2 days a week in office (Victoria, London)
21-100 employees
Company mission
To empower our customers to make faster, better-informed decisions about the risks and opportunities emerging from world events.
Role
Who you are
- Experience in Intelligence Analysis or Related Fields: Previous experience as an intelligence analyst, research analyst, operations specialist, or similar role, with a strong understanding of threat and risk analysis
- Understanding of Geopolitical Context: Knowledge of geopolitical issues, international security, and emerging global threats, with the ability to apply this knowledge in a customer-facing context
- Communication Skills: Exceptional written and verbal communication skills, with the ability to translate complex concepts into clear, concise messaging for clients
- Customer Relationship Management: Experience managing customer relationships in a professional setting, with a focus on retention, engagement, and satisfaction
- Technical Proficiency: Familiarity with SaaS platforms and intelligence software systems, and the ability to quickly learn new technologies
- Problem Solving: Strong analytical and problem-solving abilities to assist customers in resolving technical or operational challenges
- Attention to Detail: High level of accuracy and attention to detail in customer documentation, reporting, and support
- Presentation Skills: Comfortable delivering presentations to executive-level stakeholders, both internally and externally
- Business Travel: The willingness to conduct regular (weekly) travel to on-site customer meetings across the UK and, on exception, in Europe
- Eligibility for Security Clearances: Please note, ExTrac provides services to a number of different government customers, some of which specify nationality criteria for individuals seeking security clearance. Given that there may be a requirement for applicants to apply for security clearances, we can only consider applications from individuals who hold a UK passport
Desirable
- Government Experience: Direct experience working with government customers or agencies, especially in relation to intelligence or security functions
- Data Analytics and Visualisation: Proficiency with data analysis, reporting tools, and the ability to create insightful visualisations of intelligence data
- UK Government Security Clearance: SC or DV
What the job involves
- Customer Onboarding & Training: Guide customers through the onboarding process, ensuring we capture the intricacies of their requirement and they understand how to fully leverage our platform's features, tools, and services
- Customer Relationship Management: Serve as the primary point of contact for assigned accounts, maintaining strong customer relationships and driving satisfaction and engagement
- Support & Troubleshooting: Provide technical and operational support, resolving customer issues promptly while coordinating with the engineering team to ensure timely solutions
- Subject Matter Advisory: Act as a subject matter expert, advising customers on how to best utilise our solutions for threat, risk, and geopolitical intelligence
- Upsell & Cross-Sell Opportunities: Identify opportunities to expand the use of our solutions within existing accounts, introducing new products or services that align with customer needs
- Customer Feedback & Insights: Gather and analyse customer feedback to inform product improvements, share actionable insights with the engineering teams to enhance the platform
- Customer Reporting & Metrics: Provide customers with regular reports on their usage and value derived from our solutions, helping them track key performance indicators and return on investment
Application process
- Initial interview - 60 mins
- Technical assessment - 60 mins
- Founder interview - 30 mins
Salary benchmarks
Our take
Traditional intelligence gathering often struggles to keep pace with the evolving nature of threats. Siloed approaches focus solely on physical or online risks and miss the complex interplay between the two, leaving organisations vulnerable.
ExTrac offers a comprehensive approach, with its system bridging the physical and online divide, providing real-time insights into a broad range of threats, including terrorism, violent extremism, disinformation, and crime. Its Co-Analyst tool allows even non-experts to obtain valuable insights and make faster, more informed decisions.
The company's innovative technology and focus on user-friendliness positions it to empower a wide range of organisations to proactively manage risk. As the threat landscape continues to evolve, ExTrac is poised for continued growth, with a wealth of opportunity on its horizon.
Freddie
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Meaningful work
"We are driven by an inspiring mission to support customers engaged in real-world security and threat management on a daily basis. ExTrac is leading..."
Company benefits
- Flexible working: work where you work best, with the opportunity to spend two days a week working with the team in person
- Access to our central London office space
- The opportunity to develop and take on new challenges and responsibilities as we grow as a company
- An annual individual learning and development budget of £500
Company values
- Creativity & Design | We blend technology and human understanding to create solutions that are both powerful and intuitive.
- Innovation & Excellence | We don’t follow the crowd – we pursue excellence and push boundaries at every turn.
- Products That Are Loved | We build with purpose, obsess over the details, and take pride in everything we create.
- No Egos | We push hard, own our mistakes, and succeed together.
Company HQ
City of London, London, UK
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