Product Specialist, Board Intelligence
Customer Success
+ Personal performance bonus
1-5 days a week in office (Central London )
Board management software
Job no longer available
Board management software
101-200 employees
Job no longer available
+ Personal performance bonus
1-5 days a week in office (Central London )
101-200 employees
Company mission
To help all boards and leadership teams to be a powerful driver of performance and a force for good.
Role
Who you are
- While it’s advantageous to have experience of first-line software support, we’re more interested in someone who is passionate about consistently delivering an outstanding customer experience and has a genuine interest in learning more about technology
- Commitment to delivering the best quality of service to clients, with a track record of excellent service from a relevant business or industry
- Confidence to ask questions to ascertain exactly what someone wants to know before providing an answer, or knowing when to escalate
- Commercially minded, with an entrepreneurial drive and ‘can do’ attitude
- Naturally inquisitive and interested in both customer service and technology
- Excellent spoken and written communication skills, with the ability to explain concepts and ideas efficiently and engagingly
- Exceptional attention to detail and standards
- Enthusiasm, drive, agile approach - great team player whilst also being able to work independently
What the job involves
- As a Product Specialist for Board Intelligence, you will be the first point of contact for our clients to diagnose and resolve any queries.
- Your goal will be to provide best-in-class, concierge-style support to some of the most experienced and respected business leaders in Britain
- You will provide a memorable experience for our clients - educating them on how to get the most from our platform - while working with other departments to deliver training and contribute to product development
- Diagnosing and resolving client queries by asking intelligent, pertinent questions to build context around potentially more complex issues, escalating as necessary
- Optimising every touch point with users to build relationships with a view to inviting users to events, generating referrals and maximising product adoption
- Using your judgement to assess whether issues might be the result of a software-based bug or reveal the need for more advanced training and guidance
- Creating and delivering training resources, occasionally attending client meetings in collaboration with our Account Management and Customer Success teams
- Maintaining accurate records of all client interactions
- Maintaining up-to-date knowledge of product developments, troubleshooting tolls and business priorities
- Supporting internal teams on user data requests and analysis, to analyse product adoption, spot trends and propose interactions to improve quality, efficiency and the client experience
- Providing a feedback loop to the product and customer teams, representing our customers’ voice
- Contributing ideas for the improvement of the team and internal processes
- Maintaining a consistent and positive approach, setting an example throughout the company of commitment, customer service, creative thinking and collaborative working
- Due to the need for 24/7 coverage, you will enter a rota for out of hours coverage with shifts covering some weekends and evenings. Call volumes are much lower out of hours
Salary benchmarks
Our take
Board Intelligence has been helping boards to make smarter, faster decisions for more than two decades, and it has been turning that knowledge into software since 2008. With thousands of users engaged on its platform, BI works with FTSE 100s and large privately-owned companies, as well as public sector and government departments.
The company's product is smart board report packs supported by its AI tool Lucia, which helps to evaluate the balance of board reports. It also offers a secure portal for board pack distributions and has its own advisory consultancy arm. BI's mission is definitely ambitious, and it will need full support from the up-and-coming young generation of board members to favour the adoption of its smart board packs.
In 2024, it sold a majority stake in its company to K1 Investments off the back of a doubling of valuation over 3 years. With international support behind it, and an impressive client list including the likes of John Lewis and ITV, Board Intelligence is an established presence with ample opportunity for future success.
Steph
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Company benefits
- Commission plan & pension scheme
- 26 days holiday each calendar year
- Bupa health & dental cover (including Babylon Virtual GP)
- Group life insurance (4x annual salary)
- Employee Assistance Program and Bereavement Counselling & Probate Helpline
- Daily breakfast, drinks, fruit and snacks
- Regular training & development, mini MBA series, lunch & learns
- AIG Smart Health (virtual GP app)
- Season Ticket Travel Card Loan and Cycle to Work Scheme
- Eye test vouchers and Flu Jabs
- Gym membership discounts
- Regular company socials. Friday drinks
Company HQ
City of London, London, UK
Leadership
Jennifer Sundberg
(Advisory Board Member & Co-Founder)Master of Arts at University of Cambridge. Also member of the advisory board at FINCA International since January 2011
Pippa Begg
(CEO)Master of Arts at University of Cambridge. Senior Product Manager at Russell Investments from 2005 to 2008
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