Client Success Coordinator

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the main point of contact for daily client inquiries across all accounts, including those under Premium Support.

• Provide timely and personalized assistance to resolve questions and issues.

• Collaborate with Client Success Managers on strategic initiatives and significant escalations.

• Execute managed services tasks, client reporting, and DBS approvals.

• Assist clients via online ticketing, email, and phone while adhering to service level agreements (SLAs).

• Maintain a comprehensive understanding of products, services, clients, and industries.

• Work with internal teams to implement solutions.

• Engage with suppliers to escalate and address issues.

• Analyze client metrics, identify trends, and monitor usage to support commercial decisions.

• Educate clients regarding product features, functionality, and best practices.

• Develop and update FAQs, troubleshooting guides, and support documentation.

• Manage a shared portfolio of accounts, including flat renewals and upsell opportunities in collaboration with SDRs.

• Provide standard activation and onboarding for lower-value clients, specifically those under £10K.

⛳️ Requirements

• Demonstrated history of delivering high-quality support and outstanding customer experiences.

• Exceptional communication and interpersonal abilities.

• Superior problem-solving skills with a proactive approach to issue resolution.

• Analytical mindset capable of interpreting data and generating actionable insights.

• Strong organizational and time management capabilities.

• Proficient in managing multiple tasks and priorities concurrently.

• Proactive, adaptable, accountable, and resourceful.

• Experience in a start-up or scale-up setting is advantageous.

• Ability to work effectively in a rapidly evolving, dynamic environment.

🏝️ Benefits

• Competitive salary and share options.

• Quarterly in-person meetups and team events.

• Private health coverage with Vitality.

• A variety of insurance benefits.

• 34 days of annual leave.

• 5% matched pension contribution.

• Enhanced family leave.

• Support provided upon returning to work.