Customer Success Associate, Vestd

• 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
• Excellent written and verbal communication skills
• You must be comfortable with working in a fully remote environment

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 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 improving customer retention
• We are looking for individuals who are not only passionate about our mission but also comfortable and confident using cutting-edge technologies and tools to streamline processes, drive innovation, and contribute to the growth of Vestd
• Supporting the customer to set up initial scheme and then providing ongoing support throughout the customer life cycle
• Providing a best in class customer success experience
• Representing the interests of customers to develop and enhance the product continually
• Building customer loyalty and reducing churn
• Proactively keeping customers engaged and growing MRR via upgrades and referrals
• Responding to customer queries promptly
• Developing specialist knowledge within the segment and taking ownership of specific areas
• Continuously iterating processes to improve the customer experience
• Key deliverables
• Continual improvement to MRR
• Tickets completed and time to serve SLA
• Improvements in cost to serve
• Reviews, testimonials
• Customer retention
• Referrals
• Upgrades

• Our recruitment pipeline has a few stages as we take the time to find someone who is the best fit for the role. We aim to complete the selection process as efficiently as possible
• Apply online
• 20-minute screening call
• Task-based assignment
• 45-minute interview with the hiring manager and team member
• 45-minute team cultural interview
• 45-minute interview with the CEO