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- Tasks: Support customers in maximising value and achieving cyber risk management goals.
- Company: Join a cutting-edge cybersecurity company with a mission to protect clients.
- Benefits: Enjoy flexible paid time off, family leave, and professional development opportunities.
- Why this job: Be part of a dynamic team making a real impact in cybersecurity.
- Qualifications: 3+ years in customer success or support, strong organisational skills, and a proactive mindset.
- Other info: Remote-friendly role with excellent career growth potential.
The predicted salary is between 36000 - 60000 £ per year.
At Resilience, we are creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management. Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities, Resilience is rewriting the rules of how cyber risk is assessed, measured, and managed. Our integrated cyber risk solutions connect risk quantification software, cybersecurity experts, and A+ rated cyber insurance, all purpose-built for middle and large organizations.
Guided strongly by our mission and four core values - transparency, excellence, grit, and humility, our culture uniquely blends many different backgrounds, experiences, and skills from across industries and geographies, all focused on helping our clients and partners stay ahead of the bad guys. We are a cybersecurity company, a Cyber and Tech E&O-focused MGA, a fintech startup, and a data science powerhouse, all purposefully built into one.
Resilience is proud to be backed by leading technology investment firms, including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience's team is globally dispersed, with offices in New York, Chicago, Baltimore, Los Angeles, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agents and security services through its expert security team.
We are seeking an equally motivated, customer-centric Customer Success Support Analyst who is passionate about ensuring our customers maximize value and achieve their critical cyber risk management outcomes. Join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes. This role is crucial for providing operational support, driving efficiency, and ensuring a seamless experience for our clients from onboarding through renewal. This position is full-time and remote-friendly.
Key Responsibilities- Ticket Ownership: Serve as the primary owner and processor for various incoming support queues, including the general "Contact Us" channel, ensuring timely acknowledgment and resolution or accurate escalation.
- Initial Triage: Categorize and perform initial triage for all incoming customer inquiries and requests from the support queues, directing complex issues to the appropriate team members.
- Onboarding Clients: Execute the technical and administrative steps required to provision new client accounts in our internal systems, along with sending onboarding emails to clients.
- Team Assignment Coordination: Coordinate the successful handover of new clients by managing the scheduling of introductory and onboarding calls and assigning the appropriate Customer Success Manager (CSM) and Specialist Risk Solutions (SRS) team member.
- Renewal Processing: Assist in the critical administrative tasks related to customer contract renewals, including drafting and sending renewal reminder emails and generating accurate renewal reports for leadership review.
- Ad Hoc Reporting: Provide timely assistance for internal ad hoc data requests from leadership.
- Leadership Projects: Take ownership of specific projects or administrative initiatives assigned by Customer Success leadership, focusing on process improvement, data integrity, and operational automation.
- Process Optimization: Actively identify and suggest improvements to current administrative and support processes to enhance team efficiency and client satisfaction.
- 3+ years of experience in a Customer Success, Customer Service, or Account Support role, within a SaaS or technology environment.
- Exceptional organizational skills and a strong attention to detail, particularly in administrative and data management tasks.
- A proactive, self-starter mentality with the ability to thrive in a fast-paced, ambiguous start-up environment while bringing innovative ideas to drive customer adoption.
- Proven ability to manage multiple priorities and deadlines simultaneously in a fast-paced environment.
- Strong verbal and written communication skills with a customer-centric approach.
- High level of proficiency with Google Workspace and experience utilizing CRMs such as HubSpot or Salesforce.
- Innovative company culture
- Family paid leave
- Paid healthcare for employees
- 401k
- Professional development & career advancements
- Flexible paid time off
- Employee referral bonus
We want to ensure you are able to perform as well as possible in your interview. If you have any accessibility-related needs to ensure a comfortable visit, please let us know. We will do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please let your recruiter contact know.
Beware of Job Scams: Resilience is excited to welcome talented individuals to explore career opportunities with us. However, we urge you to stay vigilant against recruitment scams where fraudsters may impersonate our company. We will never ask for payments, conduct interviews via chat rooms, or contact candidates from personal email accounts. All job applications must be submitted through our official platform at greenhouse.io, and interviews will only take place via approved Resilience accounts. If you receive suspicious outreach or have concerns, please let your recruiter contact know. Thank you for helping us maintain a safe and secure recruitment process.
Customer Success Specialist London, England, United Kingdom employer: cyberresilience.com
Contact Detail:
cyberresilience.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Specialist London, England, United Kingdom
✨Tip Number 1
Network like a pro! Reach out to folks in the cybersecurity and tech space, especially those who work at Resilience or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by diving deep into Resilience's mission and values. Show us how your experience aligns with our focus on transparency, excellence, grit, and humility. We love candidates who resonate with our culture!
✨Tip Number 3
Practice your problem-solving skills! As a Customer Success Specialist, you'll need to tackle customer inquiries efficiently. Role-play common scenarios with a friend to sharpen your responses and boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at Resilience.
We think you need these skills to ace Customer Success Specialist London, England, United Kingdom
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Specialist role. Highlight your relevant experience in customer service and any specific skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of client interaction, it's crucial to demonstrate your strong verbal and written communication skills. Use clear and concise language in your application to reflect your ability to communicate effectively with customers.
Highlight Your Organisational Skills: We’re looking for someone with exceptional organisational skills. In your application, mention any experiences where you successfully managed multiple priorities or deadlines, especially in a fast-paced environment. This will show us you can thrive in our dynamic setting!
Apply Through Our Website: Don’t forget to submit your application through our official platform at greenhouse.io. This ensures your application is processed correctly and helps us keep everything organised. We can’t wait to see what you bring to the table!
How to prepare for a job interview at cyberresilience.com
✨Know Your Stuff
Before the interview, make sure you understand Resilience's mission and core values. Familiarise yourself with their integrated cyber risk solutions and how they help clients manage cyber risks. This will show your genuine interest in the company and its goals.
✨Showcase Your Customer-Centric Approach
As a Customer Success Specialist, your ability to prioritise customer needs is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved their experience. Highlight your proactive attitude and how you can bring that to the team.
✨Be Ready for Process Improvement Discussions
Resilience values innovation and efficiency. Think of specific processes you've improved in previous roles and be ready to discuss them. Show how your ideas can contribute to optimising the Customer Success organisation and enhancing client satisfaction.
✨Practice Your Communication Skills
Strong verbal and written communication skills are essential for this role. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few questions to ask during the interview to demonstrate your engagement and curiosity about the role.
