At a Glance
- Tasks: Lead customer success initiatives and drive value for UK Defence clients.
- Company: Dynamic software start-up on the brink of scaling.
- Benefits: Competitive salary, growth opportunities, and a chance to shape the future.
- Other info: Be part of an exciting journey from SME to acquisition.
- Why this job: Join a pre-Series A start-up and make a real impact in the defence sector.
- Qualifications: 5+ years in customer success with enterprise accounts, ideally in software or services.
The predicted salary is between 51750 - 63250 £ per year.
Software start-up seeking to appoint a Customer Success Leader to own the mobilisation, onboarding, and first-year value realisation across UK Defence customers as they build towards a future Series A fundraise and future scaling.
Role
- Work with customers and own the CS-relevant pre-sales activity (eg supporting PoCs), initial delivery and subsequent scale-up of projects with strategic (and often highly complex) enterprise customers.
- Plan and execute an appropriate build-out of the CS team over the next 1-2 years (and beyond).
- Build the appropriate processes for the CS team and its interaction with wider functions to ensure efficient and effective operations.
- Be personally responsible for elements of revenue growth within established strategic accounts.
- Own the surveying and subsequent NPS scores for each account, and initiate continuous improvement approaches as required.
- Work across both Government (eg MoD) and commercial accounts.
- Explore innovative new ways to improve efficiency of CS (such as the use of AI in accelerating documentation and customer facing knowledge bases access).
Profile
- Excited to work in a pre-Series A start-up and go on the journey from SME > Acquisition.
- Must be hands-on, someone who executes and makes it happen, whilst at the same time having the leadership skills to bring on a high-performance team.
- 5+ years customer success experience in Software or Services in enterprise accounts (ideally including MoD).
- Proven track-record of implementing new processes.
- Commercial awareness with the ability to balance customer outcomes alongside strategic growth objectives.
Customer Success Leader | Defence | Software start-up employer: 3Search
3Search is an excellent employer that fosters a dynamic work culture in Reading, where innovation and collaboration thrive. Employees benefit from a competitive salary and comprehensive benefits package, alongside ample opportunities for professional growth and development in the fast-paced world of e-commerce. Join us to make a meaningful impact while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Leader | Defence | Software start-up
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 3Search. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 3Search before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Leader | Defence | Software start-up
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 3Search:Your cover letter is your chance to shine! Tell us why you want to work at 3Search specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 3Search!
How to prepare for a job interview at 3Search
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
