Customer Success Analyst

About Linklaters | CreateiQ
CreateiQ is an award winning and rapidly growing SaaS solution that accelerates the drafting and negotiation of contracts. We are focussed on digital structured data – which means there are less errors in the contracting process but more importantly, real-time access to the valuable legal and commercial data contained in legal contracts. We are focussed on capital markets and trading

documentation where the need for speed and accuracy is most

acute.

CreateiQ has been developed by a team within Linklaters, one of the world's leading law firms. The CreateiQ team of product managers, legal engineers, designers and developers combine the agility and flexibility of a technology company with the know-how and reliability of a magic circle law firm, making it an entirely unique legal technology proposition.

The Role
CreateiQ is a technology platform that helps world's biggest financial institutions better manage their contract risk.

We do this by delivering a data-first, legal technology platform that reimagines how legal contracts are generated and negotiated.

We have already gained significant traction in the market with our enterprise user base comprising several Fortune Global 500 companies and many of the world's largest financial institutions.

CreateiQ is built as an ambitious, fast-paced start-up within Linklaters, a leading global law firm.

We are looking for a motivated Customer Success Analyst to help us engage with our customer base and ultimately support our business development and product functions, as we seek to scale platform adoption in the market. In this role, you will act as the face of the platform to our customers, interacting closely with them to optimise their use of the platform, while also gathering and collating feedback for the CreateiQ team.

Key Responsibilities
Establish and maintain customer relationships -

• Engage meaningfully and consistently with our customer base and help the CreateiQ team to better understand our users' needs.
• Establish an interface between the CreateiQ team and our customer base to convey feedback, suggestions and other items relating to the platform to our business development and product functions, and the CreateiQ team at large.
• Ensure a high level of satisfaction across the board from our customer base using the platform. Maintain a sound understanding of the product and use cases to ensure prospects and customers can use the software to its full potential

Provide high-level technical and product knowledge -

• Use product knowledge to address technical queries from customers directly, or to assist our Support Desk to do so.
• Provide on-going client training of upgrades and new releases, and/or training materials where required.
• Monitor and assist our Support Desk to respond to incoming tickets in our support channels.
• Serve as a point of escalation for customers to ensure optimal service quality.

Identify and assist in implementing new business opportunities and strategies -

• Contribute to strategic planning processes with the broader CreateiQ team through data-driven recommendations.
• Help the product function to ensure customer requirements are reflected in our product roadmap, and support our business development function with forecasts and other initiatives in light of these requirements.
• Helping to refine product development processes, including developing product KPIs and metrics,.
• Developing reports, metrics and feedback for management and other stakeholders where required to help with overall business strategy.
• Support the selection and lead the deployment and administration of other Customer Success tools (eg, CRM).

About You

• 1+ years of customer success or account management experience working in a multi-functional team dealing with senior contacts.
• Experience working with large institutions.
• Experience in the tech industry, preferably SaaS products and in a B2B environment.
• Experience working with large amounts of data and analysis tools.
• Proficient in MS office and CRM software.
• Advanced data analysis with Excel or domain-specific tools (e.g. Tableau, PowerBI, etc.)
• Experience with using integrations between CRM and other software.
• Proven engagement with technology solutions (personal or office related) to enhance processes.
• Excellent interpersonal skills at all levels.
• Comfortable presenting to senior internal and client audiences.
• Enjoys working in a high-performance environment.
• Strong communication skills with ability to influence and build rapport.

Our Benefits
Health & Wellbeing:

• Private Medical Insurance
• Free in-house fitness centre and subsidised health club memberships
• Free onsite GP service and periodic health assessments

Finance

• Pension and flexible savings options
• Income protection and life assurance
• Mortgage advice and will-writing services

Family & Lifestyle

• Electric car and cycle to work schemes
• Emergency family care
• Additional holiday/birthday leave
• Maternity/paternity/shared parental leave
• Travel insurance and season ticket loan
• Option to join sports and social clubs, as well as our employee networks groups (such as our Gender Equality Network, With Pride, or Social Mobility Networks)

Technical Skills
This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.

Application Policy
Applications and CVs (direct or via agency) are
only
accepted online via the portal. Queries related to our roles must be directed to the relevant recruitment team and
not
the partners, practices or stakeholders for
legal roles
or for
business team roles
).