Customer Success Associate, Vestd
£28-32k
+ Equity
More information about location
Share scheme & equity management platform for SMEs
Open for applications
Share scheme & equity management platform for SMEs
21-100 employees
Open for applications
£28-32k
+ Equity
More information about location
21-100 employees
Company mission
To make sharing ownership as easy and cost-effective as possible.
Role
Who you are
- 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
- Minimum 3 years experience in a commercial environment
- Minimum 1 year in a customer relationship management and development role in a complex B2B environment
- Minimum 1 year in a SaaS business
- Attention to detail
- Customer relationship building skills
- 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
- Knowledge and/or experience of investment raising process
- Entrepreneurial mindset
- Interest in product development
What the job involves
- 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 core SME space
- You’ll be working with SMEs, helping founders put in place share schemes for their teams, and helping to solve all their various equity related challenges
- This is an opportunity to work with customers in our core SME area of the business and drive proactive ownership of the customer, establish long term relationships and drive added value for the customer, subsequently reducing churn
- Supporting the customer to set up initial scheme and then providing ongoing support throughout the customer life cycle
- Providing best in class customer success
- 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
- Responding to customer queries in a timely manner
- Developing specialist knowledge within segment and taking ownership over specific areas
- Continuously iterating processes to improve the customer experience
- Key deliverables and how measured
- Continual improvement to MRR
- Tickets completed and time to serve SLA
- Improvements in cost to serve
- Reviews, testimonials
- Customer retention
- Referrals
- Upgrades
Application process
- Apply online
- 20-minute screening call
- Task-based assignment
- 45-minute interview with hiring manager and team member
- 45-minute team cultural interview
- 30-minute interview with CEO
Our take
Vestd takes the cost and complexity out of setting-up and managing share option schemes for UK SMEs. When SMEs choose to use equity to incentivise their staff and customers, Vestd saves them money on legal and accountancy fees.
The platform lets business owners invite qualifying people to accept the shares, which are automatically issued and registered at Companies House. In addition, Vestds equity specialists help companies to design tax-efficient schemes and provide customers with guided setup and support for the lifetime of their share scheme.
Vestd is heavily invested in supporting SMEs, with one in four companies now offering shared ownership with their employees. This will become increasingly important as companies seek to incentivise employees in the face of pay freezes, and cuts, brought about by the residual effects of the pandemic.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
40% female employees
63% employee growth in 12 months
Company
Employee endorsements
My opinions are valued
"Even as we grow, there is a lot of employee engagement and company-wide meetings to ensure that we are all communicating with one another and..."
Funding (1 round)
Oct 2016
$0.1m
Total funding: $0.1m
Company benefits
- 100% remote, no commuting!
- A flexible working environment to help you achieve the best work/life balance
- Equity, of course!
- Team retreats, which includes an overnight stay and a big focus on fun and team cohesion
- A personal training and development budget to keep your career and professional growth on track
- Great team ethos, connect through regular team and company socials
- Budget to get set up with home working equipment
- Monthly recognition scheme, where we celebrate our folk
- Private Medical Insurance with Vitality
- Enhanced people benefits
- 25 days annual leave + 1 day for each year of service (up to 5 days)
Company values
- Trust
- Collaboration
- Autonomy
- Purpose
- Recognition
- Diligence
Company HQ
Wandsworth, London, UK
Articles
Leadership
Ifty Nasir
(CEO)Co-founder of start-up investment firm and accelerator Inaverve and former CEO of Essar Energy and Vice President of Group Business Development at BP.
Diversity, Equity & Inclusion at Vestd
- If you don't exactly meet the specified requirements but feel like you could do the role, please reach out to us.
- If you require further support or information to access our recruitment process, please do contact us with your requirements, we are happy to help you.
- We believe that unique differences are what makes a strong team and we are actively committed to building an inclusive work environment.
- We’re striving to build a diverse team and welcome applicants from all backgrounds to apply.
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