Customer Success Associate
1 week ago
Sycous provide innovative billing solutions for heat networks and district heating systems. On behalf of Heat Network Operators, we offer an end-to-end, market leading billing solution and consumer service solution. We provide a bespoke software solution for private utility networks, and full software support alongside.
The purpose of this role is to act as the first point of escalation for our clients, as well as providing proactive analysis, insights and support.
You will manage the customer experience, meeting agreed-upon KPI and SLA targets. You will educate our customers on our product and service offerings, set clear expectations for service delivery, and proactively enable the success of our clients. You will identify urgent issues and follow appropriate escalation channels and continue to provide feedback and updates to customers.
As a Customer Success Associate, you will have the task of understanding our customers' needs and strategic objectives to uncover how Sycous can best assist them in achieving their business objectives.
We are looking for someone who is passionate about the customer experience, data driven, engaged and is motivated to drive retention through excellent relationship management.
**Key Responsibilities**
- Building relationships with our clients, helping them with issues, always with a positive, customer-centric attitude.
- Being the first escalation between Sycous and our clients with ability to solve customer problems independently as well as with the use of internal or external resources.
- Working closely with the Support Manager and Product Owners to share customer insights and feedback that inform additional product and service sales opportunities, as well as service improvements.
- Perform periodic customer satisfaction reviews and resolve issues with the help of the Support Team.
- Become an expert in our systems enabling you to deliver and support client training both remotely and in person.
- Work closely with all internal teams to ensure issues are resolved and communicated effectively.
- Document, monitor, and audit records of customer interactions and issues, recording details of inquiries, complaints, comments, and all associated internal actions taken and/or information provided.
- Compile reports on KPI targets to be delivered to the Support Manager and to clients using our software and Power BI.
- Monitor KPI targets, identify areas for improvement and risks, reporting such information to the Support Manager.
- Onboard our new SaaS and managed services Clients ready for any business-as-usual activities, paying attention to key contractual requirements, risks and timeframes.
- As part of the onboarding process, report onboarding activities to the Support Manager on a regular basis, and perform training with the wider Support team where required in order to fulfil contractual obligations.
**Future Progression**
Future progression is always available as the company grows and/or within other teams. We will work with you to help you grow your career by providing training and development and through personal development plans where suitable.
**About Sycous**
We believe in a sustainable future with transparent and accessible data at the heart of it.
We champion both innovation and education, to help drive positive change in the world of metering and billing and help keep costs as low as possible for consumers.
We live in the world of heat networks, where heat is centrally generated and distributed within a building or across a city, providing a more sustainable energy future.
People are at the heart of what we do. We value the contribution of every team member, encouraging and supporting their professional and personal development.
Alongside standard benefits, including 33 days holiday per year and company pensions, we provide private healthcare benefits, clear career paths and additional training opportunities to develop your future.
**Salary**: £21,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Company pension
- Employee discount
- Flexitime
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Wellness programmes
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Leeds, LS2 7EA: reliably commute or plan to relocate before starting work (preferred)
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