Customer Success Executive, Onetrace
£30-35k
3-5 days a week in office (Canary Wharf, London)
Software to capture, document and streamline fire protection
Open for applications
Software to capture, document and streamline fire protection
21-100 employees
Open for applications
£30-35k
3-5 days a week in office (Canary Wharf, London)
21-100 employees
Company mission
To help businesses get to net zero and to scale carbon removal technologies.
Role
Who you are
- You are customer-focused, proactive, and eager to help businesses unlock their potential with our solutions
- Experience in a customer facing role with a background in tech or a SaaS environment, ideally within Customer Success or Customer Support
- An understanding of the tech/saas space and people skills required when working with customers
- Excellent attention to detail, and the desire to deliver at high quality
- Impressive verbal and written communication skills with the ability to confidently and clearly convey information to customers, even those without a technical background
- Strong organisation and time management skills
- Willingness to work flexibly and occasional out of office hours when required
- Ability to adapt to evolving software features, updates, and changes, and convey these changes to clients effectively
- Proficiency in using software tools for remote training, communication, and collaboration
Desirable
- Experience working in a startup environment with the ability to navigate change in a growing team
- Understanding of softwares such as Hubspot, Intercom and Planhat
- Knowledge of Construction Industry
- Delivering software training to clients
What the job involves
- Represent Onetrace as a leader in customer experience, embodying a commitment to best-in-class customer service
- You'll support customers, nurture relationships, and work collaboratively to ensure ongoing satisfaction, retention, and growth
- Gain an in-depth understanding of a client’s business structure, workflows, pain points, and objectives
- Serve as a trusted advisor, advocating for clients within Onetrace and providing insights to internal teams for continuous product and service improvements
- Identify opportunities to expand platform usage across departments or teams and help clients transition to long-term solutions like annual pricing plans
- Monitor and communicate client sentiment, usage metrics, and potential risks to the broader team
- Maintain accurate and detailed records of client workflows, growth, and system usage in Planhat
- Contribute to process improvements to enhance the customer journey and encourage repeatable best practices
- Act as a liaison between clients and internal teams (Product, Sales, Marketing, and Support) to share feedback and ensure alignment on customer needs
- Support efforts to refine and scale customer success processes using technology and data-driven strategies
Salary benchmarks
Our take
Compliance and transparency within the construction & building industry have always been of great importance, especially now considering the current pressure on the sector to build sustainable and safe housing.
Onetrace is a digital tool that helps contractors gather data for the capturing, documentation, and streamlining of their fire protection. It stores everything in one place for teams, their clients, and auditors.
The company is backed by a team that has years of experience in the construction industry, and so has witnessed firsthand the need for better ways to manage projects. Onetrace has worked with the likes of Bellway, L&Q, the NHS, and Berkeley Group.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
27% female employees
50% employee growth in 12 months
Company
Employee endorsements
Supportive management
"Founders come from both construction and software development and have bootstrapped the company - with a focus on getting things right, rather than..."
Company benefits
- 25 days holiday plus Bank Holidays
- Equipment (MacBook) and accessories
- WeWork Membership
- NEST Pension Scheme
- Company events
- Flexible work scheme
- Weekly Fresh Fruit!
- Training and development opportunities
Company values
- Driven by passion - Built by go-getters to help you take daring leaps
- Devoted to innovation - Always striving to innovate our product and ways of working. Creating a space for unrivalled vision
- Strive to simplify - Seeking ways to make technology simpler to use
- Do the right thing - Honesty, integrity and commitment to always do the right thing
- Respect above all - Respecting and understanding every individual's diverse background. Fostering a company culture that unifies us all
- Empowering teams internally and beyond - We work with equal parts humility and ambition
Company HQ
Canary Wharf, London, UK
Leadership
Lewis Bird
(Co-Founder & CTO)Former Managing Director at NextDev.
Greg McClelland
(Co-Founder)Former Managing Director at Optimum Contractors Ltd.
Diversity, Equity & Inclusion at Onetrace
Dina Lagou (People & Operations)
- At Onetrace we recognise that fire protection is for everyone and should be made as simple as possible in order to maximise the ability to protect. Due to this, we are continuously striving to ensure our system is accessible and simple to use, for any end user regardless of their background or technical ability.
- We care about creating opportunities. We know that females are underrepresented in both the technology and construction space and we are committed to making a positive change. Our goal isn't just about empowering female candidates, it extends to all marginalised groups. We want to open doors, in technology and construction, to anybody who wants to make a difference.
- Although we are a small team right now, we have employees from many different countries and cultures, and we celebrate diversity within our team whenever we can. We are always looking for more ways we can celebrate the diversity within our team at Onetrace!
Share this job
View 3 more jobs at Onetrace