Onboarding and Customer Success Associate London, England
Job description
Who are we?
Since our launch in 2015, we have a fast-growing presence within the UK market and exciting plans for further global expansion as a result of our recent acquisition by Aareon, the leading provider of ERP software and digital solutions for the European property industry. We currently have over 1,800 B2B clients with over 140,000 rental units, £40m rent processed monthly and 800,000 users from various user groups.
We really care about creating a diverse and inclusive team and we welcome people from all backgrounds, with different perspectives, ideas and experiences to work with us. In our team, everyone has the freedom to give their opinion, grow in their career and be part of a genuinely caring and inclusive team.
Who are we looking for?
We are looking for a highly ambitious and personable individual to join our expanding Customer Success Team. You will be responsible for onboarding and supporting our clients, whilst implementing the highest standards in customer service. The successful candidate will be a proactive and enthusiastic team player, who can demonstrate a flexible and positive attitude, with an ability to prioritise work and work autonomously.
Responsibilities:
- Leading customers throughout the onboarding process ensuring they are well equipped and trained up to use Arthur
- Ongoing support of customers via live chat, email, phone and delivering tutorials when needed. Primarily using software’s Acuity, Intercom, Zoom
- Upselling to existing customers to ensure revenue goals are met (and surpassed) through encouraging add-on sales and upgrading accounts
- Identifying system issues and working with the development team to resolve them in accordance with our SLA
- Owning customer accounts as the main point of contact, managing customer relationships and tracking customer usage via Zoho and Salesforce CRM
- Building relationships with customers to increase lifetime value and reduce churn
Requirements:
- A graduate with at least 2 years of experience in a client centric role preferably within a SaaS company
- Ability to develop strong client relationships, manage expectations, and critically problem-solve
- Good timekeeping skills, ability to prioritise and work within tight deadlines
- A person that can confidently interact with people; over the phone, online or face-to-face as well as delivering presentations
- A high level of emotional intelligence
- An interest in developing into a relationship manager and being responsible for our largest and most complex account
- Proficient in all Microsoft Office apps
Based in open-plan, modern offices, the team retains a start-up feel whilst benefitting from the stability and resources of a highly successful company. On offer to the successful candidate are;
Base salary of up to £30,000 per year (based on experience) + commission
23 days holiday + Birthday's off (increasing to 25 days after 2 years of service) plus public holidays
Hybrid working environment
Enhanced Pension Contributions
Paid volunteering days at a local soup kitchen
Private Health Insurance (with wellbeing benefits such as a free apple watch, discounted gym memberships, free coffees/cinema tickets/amazon prime membership)
Cycle to Work Scheme
Joining a culture that supports your development and encourages growth
Regular wellbeing initiatives
Casual dress
Office dogs (including a certified therapy dog)
Young, vibrant office near Camden Town, London (NW1)
Monthly team social events
