At a Glance
- Tasks: Own client accounts, ensuring their success and satisfaction with our product.
- Company: Join Fospha, a fast-growing tech company revolutionising online retail measurement.
- Benefits: Competitive salary, flexible benefits, 25 days holiday, and free snacks!
- Other info: Exciting career growth opportunities and a supportive team culture.
- Why this job: Make an immediate impact while learning from industry leaders in a dynamic environment.
- Qualifications: Curiosity, strong communication skills, and a passion for customer success.
The predicted salary is between 34000 - 38000 £ per year.
Are you excited by the idea of joining a high-growth, data-led business at the intersection of marketing, analytics, and technology? Do you want to learn how fast-scaling tech businesses operate while developing valuable customer, data, and commercial skills? Are you looking for a role that allows you to make an immediate impact with real responsibility while being supported to grow? If so, we’d love to hear from you!
One of our Portfolio Companies, Fospha, are going through an exciting period of growth and are launching their Customer Success Graduate Programme! To find out more, check out the below! Please note this graduate role is specifically for Fospha only.
About Fospha
Fospha is dedicated to building the world's most powerful measurement solution for online retail. For over a decade, we've helped teams make smarter decisions with full-funnel marketing insights, forecasting, and optimisation. With Fospha, every team moves faster and grows smarter.
Trusted by leading brands across three continents, including Huel, Oh Polly, and Represent, Fospha manages $4 billion in annual ad spend. We're scaling fast across London, Mumbai, and Austin – and we're now looking for Customer Success Coordinators to join our Customer Success team to support the growth of the business from all things client facing. Ready to make your mark? Let’s go!
The Graduate Opportunity in our Centre of Excellence
The Centre of Excellence is Fospha's early-careers programme that develops ambitious, high-performing talent through focused training, hands-on experience and cross-functional exposure. Starting in Customer Success, you'll gain foundational experience while being prepared for future opportunities across the organisation. The programme operates on four key principles:
- Individual Responsibility from the Get Go: You will quickly be responsible for the success of your accounts, able to make an individual impact early in your career.
- Work alongside SLT at Leading Businesses: You will be engaging with Senior Leadership and C-Level executives at the leading retail brands, getting exposure to how the top companies operate.
- Become a Client Facing Expert: You will be working directly with clients, often meeting them in person and developing your ability to create strong interpersonal relationships.
- Cross-Functional Exposure: Customer Success offers unique opportunities to learn from and collaborate with every department in the business—many on a daily basis.
Comprehensive Training: In addition to the extensive on-the-job learning opportunities, you'll receive a broad and blended in-person training curriculum covering essential topics such as Business Storytelling, Account Management, Market Research & Product and Financial Management.
Career Development: High performers have clear opportunities to quickly advance their careers at Fospha—whether progressing within Customer Success toward strategic and/or management roles or moving into other departments that align with their skills and interests.
The Role
Joining the team as a Customer Success Coordinator you will be at the heart of the business delivering the best possible experience to our customers. Key responsibilities:
- You will independently own a portfolio of accounts, being the main point of contact from the point of signature onwards.
- You will be responsible for the customer health and product adoption with the ultimate goal of client retention.
- You will be focused on delivering value for your customers, deeply understanding their goals and pains, and solving their issues effectively via your comprehensive knowledge of our product.
- You will own and project manage the onboarding of your clients, hitting time to value targets.
- You will bring clients through our adoption playbook, preparing high-quality insights decks to input into the clients marketing strategy, and running use-case focused training sessions to drive product adoption.
- You will identify risks to adoption & renewal, and prepare mitigation plans to execute on to improve outcomes.
- You will need to develop strong interpersonal relationships with your customers, be confident and effective on client calls, and take initiative in building relationships (e.g. in person meetings, gifts, pro-active advice, attending events).
- You will need to be collaborative in working with our other departments, giving regular progress updates to your team, giving our product team insight into customer pains, and helping our partnership teams communicate with our strategically important partners.
- In addition to your core responsibilities, we expect you to be excited by the opportunity Gen AI brings and find new ways of working utilising our Gen Ai hub to increase our efficiency.
What are we looking for?
We hire for potential – you don’t need a technical degree or marketing background. We’re looking for:
- Curious, proactive individuals who are keen to learn and grow.
- Excellent verbal and written communication skills.
- Strong relationship-building ability, both internally and externally.
- Analytical mindset, comfortable interpreting data and creating insights – proficiency in Excel!
- Organised and able to manage multiple priorities simultaneously.
- Passionate about customer success and solving problems for customers.
- Interest in emerging technologies and excited by the potential and opportunity AI brings.
Our Values and Principles
You will be able to demonstrate examples of our core principles:
- Seek inclusion & diversity: We create an environment where everyone feels welcome, and people are encouraged to speak and be heard.
- Work Hard, Work Well, Work Together: We take responsibility for making things happen, independently and together; we help colleagues in need and close loops, making sure our work is complete and has lasting impact.
- Grow: We are proactive, curious and unafraid of failure.
- Customer at the heart: We care about the customer, feel their pain and love building product that solves their biggest problems.
- Candour with caring: We deliver candid feedback with kindness and receive it with gratitude.
Above all, our people show a willingness to work together and get their hands dirty to deliver product success, which means our customers are successful!
What we can offer you
Salary: £34k + discretionary 10% bonus. Be part of a leading global venture builder, Blenheim Chalcot and learn from the incredible talent in BC. Be exposed to the right mix of challenges and learning and development opportunities. Flexible Benefits including Private Medical and Dental, Gym Subsidiaries, Life Assurance, Pension scheme etc. 25 days of paid holiday + your birthday off! One day extra after 3 years! Free snacks in the office! Quarterly team socials.
The Process
- 48 hr. take-home data task.
- 20-minute screening call with a member of the Talent Team.
- In-Person Assessment Centre at our office White City, London.
- 1x final interview with SLT in Fospha.
Top tip: Make sure to thoroughly research Fospha and tell us why you would be a great fit for the role! Please note, we are experiencing a high volume of applications so please bear with us and we will ensure to get back to every application! For any questions, please reach out to us at careers@fospha.com. We look forward to receiving your application!
Graduate Technical Account Management in London employer: Blenheim Chalcot
Fospha is an exceptional employer that prioritises the growth and development of its employees, offering a structured training programme tailored for the Customer Success Graduate role. Located in a dynamic environment, you will benefit from direct exposure to senior leadership and the chance to cultivate meaningful client relationships, all while being part of a collaborative and supportive work culture that encourages advancement within the company.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Technical Account Management in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Blenheim Chalcot. 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 Blenheim Chalcot 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 Graduate Technical Account Management in London
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 Blenheim Chalcot:Your cover letter is your chance to shine! Tell us why you want to work at Blenheim Chalcot 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 Blenheim Chalcot!
How to prepare for a job interview at Blenheim Chalcot
✨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.
