Client Success Coordinator

The role will be responsible for providing top-tier support to our premium clients. This role requires a proactive and client-focused individual who can uphold our commitment to delivering a client service second to none. This role will be integral to the Client success team, working closely with Client success coordinators, enterprise/mid-market Client success managers and Client ops function manager.

• Serve as a primary point of contact for day-to-day client queries across all accounts, including Premium Support clients, delivering timely and personalised support to resolve inquiries and issues effectively while partnering with Client success managers on strategic matters or larger escalations.
• Complete managed services tasks, client reporting, and DBS approvals as required.
• Apply your analytical skills and problem-solving abilities to assist clients with their inquiries and support requests effectively and efficiently whilst maintaining our SLAs through our online ticket support system, email and phone.
• Maintain a deep understanding of our products and services, our clients, and their respective sectors to provide bespoke, expert-level assistance and advice.
• Working collaboratively with the teams across the business to implement fixes; additionally, communicating with suppliers to escalate and resolve issues.
• Analyse client metrics to spot trends and track client usage to help inform commercial decisions.
• Educate clients on product features, functionalities, and best practices to optimise their experience and ensure they are receiving maximum value from the product.
• Contribute to the creation and maintenance of support documentation, including FAQs, troubleshooting guides, and best practices, to facilitate efficient issue resolution.
• Manage a pooled portfolio of accounts, including running flat renewals, identifying and progressing upsell opportunities in partnership with SDRs, and delivering standard, template-based activation for clients within the pool.
• Deliver standard, template-based onboarding for new lower value clients e.g. under £10K

You’re at your best in a dynamic, high-growth setting, where you can bring structure and focus to several concurrent projects. Someone who’s previously worked in a start up or scale up environment would probably thrive most in this role.

In addition, we’re looking for:

• With a proven track record of providing high-quality support and commitment to delivering exceptional customer experiences.
• Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
• First-rate problem-solving skills and a proactive approach to issue resolution.
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Strong organisational and time management skills to manage multiple tasks and priorities simultaneously, ensuring they are always on top of their responsibilities and deliverables.
• Proactive attitude and resourcefulness, which enables them to be highly adaptable and accountable.

This is a fast-growing, scale-up environment - not a large scale corporation. Things move quickly. Whilst we have structure and excellent people - you’ll need to be able to deliver and implement things directly so we’re looking for someone who’s energised by making change, having specific impact and scaling themselves as we grow on our 10x plan.

Interview process

We think it’s important to have an open and transparent process. The process might vary slightly but here’s what to expect:

• An initial conversation with a member of the People team
• Interview with Client Success team manager and Client Ops function manager
• References and background checks followed by role offer