Customer Success Associate

**About Piclo**:
**The climate crisis means that now, more than ever, we need to act. **Here at Piclo, we believe we are not powerless against climate change and are focused on enabling the transition to a decarbonised future. Our team is on a mission to make our energy systems smart, flexible and sustainable.

We’re hiring a Customer Success Associate to join the Customer Success team and to work alongside our friendly team of software developers, product managers, designers and more that are at the forefront of transforming the energy sector.

**Who we are looking for**:
We’re looking for a Customer Success Associate who will be the first point of contact for our Flexible Service Providers. You will be responsible for providing support, advice and training as part of the customers Piclo Flex onboarding and product adoption journey and add value by going above and beyond in meeting and exceeding our customers needs. You will also aid the Customer Success Manager with supporting our System Operators with any technical queries, DSO forums and team initiatives.

The role will require you to collaborate with the wider business working closely with the commercial, marketing, product and production teams on communicating new product features, marketplace updates, sharing customer feedback and conducting user research. This is an exciting period of growth at Piclo, therefore an opportunity to assist in the development of the Customer Success function as well as contribute to supporting our international customers.

**About the role**:

- To provide customer support on a day-to-day basis through dealing and resolving customer queries including incidents and escalated issues whilst adhering to SLAs.
- Collaborate with the commercial, product and production teams to ensure day-to-day service is effectively meeting the customers product needs and value is being delivered to the customer.
- To provide and deliver demonstrations of Piclo Flex to new and existing customers whilst developing your product knowledge to enhance customer engagement and customer satisfaction.
- Maintain online support help articles and demo videos ensuring any changes to the product are correctly updated.
- Maintain the Customer Success guidelines, processes and procedure documentations and audit periodically.
- Monitor customer performance, trends, risks and opportunities through various data sources available to improve the customer experience.
- To identify opportunities for continuous improvement and automation.
- Participate in ad-hoc activities such as user research, testing parties, new product feature releases, community newsletters, attend forums, webinars and events.

**About you**:

- You have 2+ years experience working with B2B customers or in similar roles.
- You are able to build strong relationships and trust with internal stakeholders as well as external customers at all levels.
- You are an excellent communicator with the ability to relay key technical information to both internal and external stakeholders.
- You are self-motivated and take the initiative to engage and support customers, proactively identify solutions and spot commercial opportunities.
- You have excellent attention to detail with strong analytical skills.
- You are highly organised and agile with the ability to manage multiple priorities depending on the needs of the business.
- You are able to collaborate with cross functional teams to aid strategic thinking and decision making.
- You are familiar with using CRM systems such as Helpscout and Hubspot.
- You’re excited to support and drive initiatives within Piclo that continue to develop your skills and interests.
- You are fluent in English even if it’s not your first language.

**Also desirable**
- Understanding of the energy industry, from the perspective of suppliers, the regulator or the networks.
- Experience working in scale-up environments.
- You are motivated by Piclo’s mission to make our energy system smart, flexible and clean.
- You are naturally empathic and are always mindful of the humans who use and benefit from your work.

**What we can offer**:

- £30 - 35k, with standard share options and bonus scheme
- 25 days holiday (plus Bank Holidays)
- 35 hour week - with flexible working hours (within core business hours)
- Hybrid working - with a minimum requirement to come into the office once per week, to meet with your team
- Life Assurance, Income Protection and Private Healthcare with Vitality (medical history disregarded)
- A monthly expense budget for the extra kit or tools you might need to get your job done to the best of your abilities at home
- Annual allowance to spend on professional development
- Regular off-site - where the whole company gets together
- A super welcoming, supportive, collaborative and transparent culture where the priority is to help shape your role to find the best balance between what we need as a business and your career progression plans.

**Who we ar