At a Glance
- Tasks: Support customers in using our innovative energy platform and ensure they achieve their net-zero goals.
- Company: Join a young, award-winning startup revolutionising the energy sector with cutting-edge technology.
- Benefits: Remote-first role with competitive salary, career growth, and monthly team meet-ups in London.
- Other info: Dynamic environment with opportunities for rapid career progression and skill development.
- Why this job: Be the face of change in energy, helping clients maximise the impact of our software.
- Qualifications: University degree, interest in energy, and strong communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
ABOUT THE COMPANY
Advanced Infrastructure’s award-winning software (IEA, REA, Forbes) future-proofs power grid investments by linking digital twins across buildings, energy, and transport. Used by half of UK cities and utilities, it streamlines spatial energy planning and connection requests. We are a young and growing startup allowing for rapid career progression. We promote a culture of strong delegated decision making, as such our team members are what makes us successful.
THE ROLE
You’ll be the bridge between our users and our technology. You’ll ensure customers (from local councils to energy planners) get maximum value from the LAEP+ platform by providing onboarding support, guidance, and proactive engagement throughout their journey. You’ll play a key role in user adoption, training, and feedback collection, ensuring that every customer experience is smooth, insightful, and impactful.
You will be one of the public faces of Advanced Infrastructure, directly supporting our customers to realise the value of our products quickly and ensuring that they can achieve the maximum benefits our platforms can deliver to help achieve their net-zero targets through first and second line support. You will strive to deliver an excellent standard of customer service which will lead to increased customer retention and a high customer satisfaction. This is a remote-first role with the monthly team sessions in our London Farringdon office. Some travel to clients is occasionally required.
KEY RESPONSIBILITIES
- Provide first and second line support to our customers via Jira Service Desk and Intercom. You will take ownership of the incident from ticket creation through to resolution, provide customer updates and liaise with internal teams to drive the resolution of the incident within SLA times.
- Plan and organise customer onboarding sessions and workshops, and deliver training on Advanced Infrastructure products.
- Provide product technical support to our customers via in-person and video delivering best practice product guidance and resolving specific product related queries.
- Participate in pre-sales and post-sales activities by conducting product demonstrations, gathering initial requirements in discovery sessions and participating in tender bid proposals.
- Provide business Intelligence reporting on data gathered from customer usage of the tool to plan and deliver targeted and proactive engagement activities to support user adoption of our products and to generally ensure our customer’s desired outcomes are being achieved.
- Leverage the latest generation of LLMs and AI tools to streamline workflow and deploy automations.
SKILLS & EXPERIENCE
- Essential
- University degree or equivalent and an interest in energy and decarbonisation
- Some prior work experience either through internships or recent graduates.
- Excellent communication and stakeholder management skills, with the ability to build strong relationships with clients and internal stakeholders
- Outstanding communication skills, written and verbal, combined with the ability to work across diverse cultures
- Nice to Have
- Experience in a customer facing role
- Designing and delivering training sessions and event planning
- Business Intelligence reporting
- Jira Service Desk experience, either 1st line or 2nd line Support role
- Familiarity with front-end web development and backend application development
- Experience working in an Agile/Scrum development process
- Experience using Atlassian tools like Jira and Confluence or similar
- Experience using data management tools spreadsheets and SQL
- Experience using Intercom
ClimateTech Customer Success Associate in Brighton employer: Advanced Infrastructure
Advanced Infrastructure is an exceptional employer, offering a dynamic and innovative work environment that fosters rapid career progression within the ClimateTech sector. Our remote-first culture, complemented by monthly team sessions in our vibrant London Farringdon office, encourages strong collaboration and decision-making autonomy, ensuring that every team member plays a crucial role in our success. With a commitment to employee growth and a focus on impactful customer engagement, we provide unique opportunities for individuals passionate about making a difference in achieving net-zero targets.
StudySmarter Expert Advice🤫
We think this is how you could land ClimateTech Customer Success Associate in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Advanced Infrastructure. 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 Advanced Infrastructure 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 ClimateTech Customer Success Associate in Brighton
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 Advanced Infrastructure:Your cover letter is your chance to shine! Tell us why you want to work at Advanced Infrastructure 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 Advanced Infrastructure!
How to prepare for a job interview at Advanced Infrastructure
✨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.
