Customer Success Associate

**Job Title**:Customer Success Associate

**Location**:West Quay Shopping Centre, Southampton

**Reports to**:Head of Customer Success

**About Sook**:
Sook is an award-winning prop-tech start-up rapidly expanding across the UK and internationally.

Sook eliminates the barriers to physical retail by letting occupiers of any kind - brands, businesses, entrepreneurs and communities - rent our innovative, sustainable, and digitally-enhanced ‘pop-up’ spaces

**About the role**:
Sook requires a confident, dynamic individual to join us as Customer Success Associate. This individual should have relative experience (preferably within the retail industry although this is not essential) to provide day to day support within our Customer Success and Operations functions.

This role will be part-time 3/4 days per week, including occasional weekend work and early starts to support our occupiers. Therefore, we do require someone who can be flexible and support the business as and when needed.

**Duties/Responsibilities**:
Customer Success
- Drive retention and growth among occupiers by understanding their business needs and helping them succeed through targeted onboarding support and training.
- Deliver an incredible onboarding and instore handover experience.
- Ability to understand occupiers initial goals and requirements and build these into a clear plan of action to address them appropriately.
- Collaborate closely with the sales team to support upsell and cross-sell opportunities.
- Providing first-line support to occupiers to manage issues and complaints and to ensure a resolution is agreed.
- Collect feedback for the Product team to ensure that we continue to learn and adapt to deliver a great customer experience.
- Review, report on, analyse insight from activity data to influence future activity and processes to provide a better customer experience

Operations
- Ensure our spaces are prepared for our occupier's arrival and that they are handed over in a suitable condition and to the client's expectations.
- Work side by side with the operations team to ensure that all issues are reported in a quick and effective manager and see each issue through to its resolution.
- Being on hand for any minor operational or technical issues which may arise in our spaces.

For example resetting screens, changing cables, alarm system operating, internet issues, cleaning the space if our cleaning service hasn't arrived. This list is not exhaustive and relevant training will be provided.
- Writing weekly reports on the spaces

**Required Skills**:

- Retail/B2B experience is desirable
- Strong communication skills that can adapt dependent on a occupiers level of technical understanding
- Experience in building strong relationships with customers from initial contact
- Ability to deal with customer queries effectively and empathetically.
- Experience in organising and fulfilling training or support to customers (face-to-face and remote)
- Ability and confidence to communicate with customers and internal teams
- Problem solver but also not afraid to seek support
- Motivated self-starter with the ability and confidence to introduce new initiatives
- Tech savvy - you pick up new tools quickly and are happy finding your way around them
- Team player with excellent stakeholder management skills
- Someone with a natural flair for building rapport with people from all backgrounds
- Flexible individual who does not mind getting ‘stuck in’ to support the business when required

**Job Type**: Part-time

**Salary**: £10.00 per hour

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Day shift
- Monday to Friday
- Overtime
- Weekend availability

Ability to commute/relocate:

- Southampton: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Retail sales: 1 year (preferred)
- customer service: 1 year (preferred)