Customer Success Associate, Vestd Services Limited

• Demonstrable strong interpersonal skills, and ability to influence others
• Continuous learning orientated
• Able to balance priorities and meet personal and business targets within a fluctuating and demanding environment
• Sound IT skills
• Essential:
• Passion for working with early stage start-ups
• Obsessive attention to detail
• Can-do attitude and desire to learn
• Work collaboratively with team members from different departments (sales, product, marketing)
• Interest in making the platform more intuitive and self-serve

Desirable

• We have decided to align the organisation on a more customer centric basis
• To that end, this role is designed to optimise our acquisition and retention of customers in our Startups team
• You’ll be working with high growth startups at the very earliest stages, helping founders set up their initial equity splits, raise investment and put in place share schemes for their teams
• This is an opportunity to take ownership of an area of the business that is developing quickly and put your print on it
• You’ll work closely with the sales, marketing and product teams to build out an offering that speaks to founders and engages them
• Responding to customer queries in a timely manner
• Representing the interests of customers with a view to continually developing and enhancing the product
• Building customer loyalty and reducing churn
• Proactively keeping customers engaged and growing MRR via upgrades and referrals
• Developing specialist knowledge and taking ownership over startup-specific topics (eg investment, co-founder splits, company structure, etc)
• Continuously iterating processes to improve the customer experience
• Customer & stakeholder focus - You will need to understand the existing customer journey and use this to help the team critically evaluate processes, prioritising customer satisfaction and commercial goals. Understanding each customer’s requirements and building strong relationships by ensuring their success will be particularly important as we look to grow this area of the business
• Overcoming challenges - A positive, can-do attitude and an engaged, commercially minded perspective will be required. Challenges such as increased responsibility and autonomy, the need to master new subject matter, contributing to new process implementation and the team’s relentless drive for improvement should excite you!
• Getting things done - You’ll need to be comfortable managing your workload autonomously, alongside working with the team to deliver on team goals. Show initiative in creating and owning projects and drive tasks through to completion
• Planning & organising - An ability to manage time diligently, plan ahead and ensure projects are completed
• Individual contributor - Your expertise and judgement will be critical to the team’s success. We’ll need you to build comprehensive knowledge in your areas, own development of those areas and actively look to improve processes. In team discussions, you’ll need to be comfortable articulating the opportunities and challenges within your areas to help devise optimum strategies for success
• This job description is not meant to be exhaustive. It describes the main duties and responsibilities of the role. It may be subject to change in the light of developing organisational and service needs, and any changes will be discussed with the role holder

• Apply online
• 10-minute screening call
• Task-based assignment
• 45-minute interview with hiring manager and team member
• 30-minute team cultural interview
• 30-minute interview with CEO