Customer Success Associate

3 days ago

London, United Kingdom Mind Gym Full time

**Transforming performance by changing the way people think**
MindGym is a behavioural change management business that uses psychology to help companies solve complex problems. Through our bite-sized learning programmes and e-workouts, each designed by MindGym's team of behavioural scientists, we drive positive organisational change by transforming how people think, feel and behave in the workplace.
Our client list now includes most of the FTSE100 / S&P500 and over 3 million professionals in 60 countries have taken part in a live MindGym experience. Furthermore, we are growing rapidly and have successfully floated on the London Stock Exchange.
**But this is the start, we're launching digital products**
We're democratising coaching to unlock every employee and leader's potential to maximise performance.
**The role**
Our Customer Success Associates (CSAs) have a pivotal role supporting our Customer Success Managers and clients to ensure all issues and queries are managed and handled professionally, accurately and in a timely manner. Working within agreed service level agreements, to ensure correct support and procedures are followed, portraying a confident approach to users and colleagues.
You will be working closely with the Customer Success Team and full training will be provided.
**Responsibilities**
- Acting as the first point of contact for MindGym's clients who need technical assistance.
- Supporting MindGym's CSM's on resolving tickets that are raised via the service desk. The tickets are raised internally and externally.
- Enable clients to become and remain successful with their use of MindGym's digital products.
- Replicate and troubleshoot issues that clients are facing.
- Relay any feedback from customers to the appropriate teams.
- Become a product expert on MindGym's eLearning suite.
- Work with MindGym's CSM's to address and help resolve any technical issues that are raised by clients.
- Work with MindGym's CSM's to generate reports for clients, so that we can identify upsell / cross sell opportunities.
- Communicate with customers in a professional manner, adhering to our SLA's.
**Requirements**:

- Solid experience gained within a customer facing role - face to face or telephone based, with written communications too.
- You will be tech savvy - comfortable with technology, eager to learn and master technical platforms and an understanding of how to solve technical issues.
- You will be comfortable working in a fast paced environment, whilst remaining calm under pressure.
- You have a high level of accuracy and attention to detail (there will be an assessment on this).
- You will be an effective communicator with good interpersonal skills and have the ability to work to well as part of a team.
- Experience with Salesforce Service Cloud (ideal, but not required).
At MindGym we believe that diversity adds incredible value to our teams, our ideas, and our culture. We don't just accept differences—we celebrate them, we support them, and we thrive on them for the benefit of our clients. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place regardless of race, religion, gender, sexual orientation, national origin, disability or age.

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