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Customer Success Associate/Analyst - Remote with access to London required

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Customer Success Associate/Analyst - Remote with access to London required

  • Location:

    United Kingdom

  • Sector:

    Technology

  • Job type:

    Permanent

  • Salary:

    Up to £70,000

  • Contact:

    Karen Hope

  • Contact email:

    karen@clarkerecruitment.co.uk

  • Job ref:

    J992

  • Published:

    about 2 months ago

  • Expiry date:

    2022-01-04

Remote working - but must be able to commute to London once a month.

​My client is looking for an experienced Customer Success Associate/Analyst who is passionate about helping customers, see and experience the value of technology platforms as effectively and efficiently as possible. Are analytical and logical in their work practices and organisation, have exceptional written and communications skills and love playing with new technologies – apps, platforms, systems and digital services.

Someone that is always looking at ways to; be and work smarter, faster, improve quality, improve service, and use technology automation to fulfill predictable tasks. Creating more time to focus on the next, and create more space for speaking to, and listening to customers and colleagues.

You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and roll-out nurture programs to engage with customers to deliver on the company objectives.

Experiences in Business Travel, Corporate Payments, Finance and B2B Technology support are favorable skills however not mandatory

Responsibilities:

•Principally, this role will be responsible for the proactive nurturing and provision of customer support to customers as their journey end to end (with a focus on preventing the second end).

•Full lifecycle management of customers and incoming requests to closure and managing time and quality expectations while delivering an exceptional customer experience.

•Risk management, dependency tracking, issue/incident management, change management, account, and escalation management - internal and external to Neo1

•Technical troubleshooting, problem solving, investigations and testing, across platforms, technologies, operating environments, and departments

•Technical configuration skills

Essential Experience:

• Proven and demonstrated Customer Service excellence

• Proven track record of managing and or working in successful customer engagement and support functions to time and quality standards

• Proven ability to develop documentation, knowledge articles, create instructions, guidelines, “canned” customer responses

• Exceptional written and communications skills Exceptional presentation skills to small groups of people

• Exceptional presentation skills to small groups of people

• University diploma and or > 5 years’ work experience

• Solid technical background with understanding and/or hands-on experience in SaaS, API web, travel, banking, finance mobile technologies

• Strong problem solving skills and willingness to roll up one’s sleeves to get the job done Skilled at working effectively with cross functional teams in a matrix organisation.

• Experience in one or more of the following industries, B2B or B2C Finance, Payments / Online Payments, P2P (Procurement) space, Exposure working in Agile development

• University diploma and or > 5 years’ work experience

Desirable:

• Exposure to the B2B Payments and Spend Management ecosystem and an understanding of the major players, products and relationships.

• Commercial Card technology exposure

• Business Travel Counselor – Booker and Technology

• Jira / Confluence Administration, Configuration

• Finance / Tax & Account Practices

• International work experience or exposure

• Exposure to or qualifications in Agile development and TQM systems / methodologies

• Exposure to consumer onboarding and adoption trends

• Experience of working within a PCI-DSS and or Banking regulated controlled environment and to secure working processes.