Customer Success Associate

4 weeks ago

London, United Kingdom Odin Full time

**London, UK (Hybrid)**

**Salary: £40,000 - £45,000 + Bonus & Equity Options**

Odin is on a mission to drive human progress by fundamentally reimagining how we invest.

We envision a world where people can vote with their money on what the future looks like and participate in creating it. To achieve this, we’re building a community-centric platform to launch and invest in venture capital funds & angel syndicates. Odin offers investment infrastructure for fund managers, as well as communication features allowing investors to connect & collaborate with each other, and discover & invest in funds and individual deals.

You can imagine it a bit like illegitimate love child of Twitter & Blackrock. Our mission is ambitious and underpinned by our values. We’re already trusted by over 5,000 VCs, angels and founders, and we are just getting started.

**The Role**
- Reporting to our Head of Customer Success, you'll enable our customers to seamlessly launch, run, and close their SPVs with Odin
- You'll **nurture customer relationships** by diligently supporting queries, promptly requests, meticulously reviewing legal documents, and reconciling payments
- You'll **drive growth and increase loyalty** by providing customers with a proactive, white glove experience as they use our products
- You will serve as the **voice of the customer** for the product and engineering team. This involves engaging with customers to gather feedback, collating valuable insights, and ensuring that we continue to enhance the product experience and make it more delightful.

**Your Skills**
- **You push harder.** You're always willing to go the extra mile in your engagement with customers to ensure they have a first-class experience investing with Odin
- **You're a brilliant communicator.** Whether it's written or verbal, through your articulate communication, you develop trust, demonstrate active listening, and increase customer loyalty
- **You're customer-obsessed.** You keep delighting and serving our customers front of mind, and through patience, you deliver first-class support that creates value and leaves a lasting impression
- **You're a problem solver.** You know challenges will arise, and you approach them with diligence, taking a logical approach to decision-making
- **You're focused.** Our mission is ambitious, and by default, you're organised and thorough as you commit to excellence to get the job done

**Your Experience**

**Must have**
- You have a successful track record of delighting customers in a scaling fintech or an emerging venture capital firm
- You have actively contributed to the implementation of exceptional processes and clear metrics within a team. Your commitment to excellence has consistently propelled you towards achieving remarkable results
- This role encompasses everything you have done before, and you are ready to step up into a senior position, set quality standards, and make an immediate impact
- You have knowledge of or interest in venture capital or angel investing

**Leveling**

**The base salary band for this role is £40,000 - £45,000 + bonus & equity options.** We'll consider where your experience falls within our framework. During our process, we'll take your experience and capabilities into consideration and use our internal levelling (L1-6), to assess your salary at Odin.

**Working at Odin**

Our people-first environment supports our team in adopting a balanced way of working. Our teams work together to promote a culture that recognises your impact and supports your life outside work so you can bring your best to work.

**Our benefits include**:

- An equity option package so you can benefit from our success _(you need skin in the game)_
- Enjoy six weeks of remote work annually, anywhere—be it a beach or mountainside
- Flexible working to ensure you get the most optimal work and life balance
- The best tech setup that gives you the right tools for the job
- A benefits package including parental leave, learning and wellness budget, and private health care
- The opportunity to join an early-stage tech company that is driving human progress

**Your Location**

We are a UK-based team that values face-to-face interactions to achieve our mission and bring out the best in each other. The role is London-based, and you must be in the office 2 days a week, across Tuesday and Wednesday.

**Accessibility Adjustments ️**

We’re committed to removing invisible barriers. If there are any adjustments we can make to better support you, please let us know when you apply.

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