Customer Success Associate

3 weeks ago

London, Greater London, United Kingdom Pole Star Global Full time

About Pole Star Global

We empower better decision-making and protect clients' business interests through high-performance, cyber-secure solutions.

The Opportunity

As a Customer Success Associate at Pole Star Global, you will play a pivotal role in ensuring our clients' success by delivering exceptional service and support.

Responsibilities

  • Client Onboarding: Assist in the onboarding process for new clients, ensuring a seamless transition onto our solutions.
  • Account Management: Build and maintain strong relationships with clients, becoming their trusted advisor.
  • Align client objectives and priorities with product roadmap
  • Usage Analysis: Monitor and analyse client product usage, proactively identifying opportunities for improvement or additional services.
  • Feedback Collection: Gather client feedback and insights to inform product development and enhancements.
  • Renewal Management: Collaborate with the sales team to ensure timely renewals and upsell opportunities are identified and pursued.
  • Documentation: Maintain accurate and up-to-date records of client interactions and progress in our CRM system.

Requirements

  • 1-3 years of experience in a customer success, account management, or related role.
  • Ability to manage and present information to customers on product roadmap and incident resolution
  • Strong communication and interpersonal skills.
  • Experience managing renewals, upselling products and assisting a revenue generating team.
  • Problem-solving mindset and a proactive approach to client satisfaction.
  • Proficiency in CRM software (Salesforce & Hubspot preferably)
  • Familiarity with maritime industry practices and regulations is a plus
  • Some Travel may be required (Company funded)

Benefits

  • Flexible working (Hybrid - Come in when it makes sense but you must be commutable to London)
  • Salary: 35k - 40k + Bonus
  • Health and dental insurance
  • Life insurance, company funded to 3x salary
  • Discretionary Bonus
  • Employee assistance program
  • 25 days annual leave
  • 5 wellness days
  • Subsidised gym membership
  • Up to a 5% matching pension
  • Refer-a-friend recruitment bonus
  • Perkbox
  • Unlimited learning and development opportunities

Pole Star Global is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

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