At a Glance
- Tasks: Support customers, ensure smooth onboarding, and enhance their experience with our platform.
- Company: Join a mission-driven company focused on ESG and sustainability.
- Benefits: Competitive salary, equity opportunities, health benefits, and flexible work arrangements.
- Other info: Hybrid working in London with excellent growth opportunities in a fast-paced industry.
- Why this job: Make a real impact in customer success while working in a dynamic, collaborative environment.
- Qualifications: 2-3 years in a client-facing role, strong communication skills, and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
We’re seeking a proactive and detail-oriented Customer Success Associate to support our growing customer base in EMEA. This is an ideal opportunity for someone who is passionate about delivering excellent customer experiences and contributing to a mission-driven organization. As part of the Customer Success team, you will assist in onboarding, support, and engagement efforts to ensure our customers are set up for success and feel supported at every step.
You’ll report to the Head of Customer Success and collaborate closely with other internal teams including Product, Sales, Onboarding, Marketing and Advisory teams.
What You'll Be Doing
- Support the onboarding process for new customers, ensuring they are set up correctly and have a smooth introduction to the Novata platform.
- Serve as a first point of contact for customer inquiries, triaging and resolving basic support issues or escalating where necessary.
- Assist in preparing customer-facing materials, such as training documentation, engagement emails, and support articles.
- Monitor customer activity and platform usage to identify opportunities for increased engagement or flag early warning signs.
- Help maintain customer health records and update CRM systems (e.g., HubSpot) with relevant data and interactions.
- Schedule and help facilitate customer meetings, webinars, and product walkthroughs.
- Gather customer feedback and relay insights to the Product and Engineering teams to support continuous improvement.
- Contribute to the development of scalable processes and resources that enhance customer success delivery.
- Address and resolve client issues promptly, escalating when necessary to ensure a high level of service delivery.
About You
- 2-3 years of experience in a client-facing role, ideally in a SaaS, Sustainability, ESG, or tech-related environment.
- Experience revenue generation through expansion or renewals.
- Highly organized and detail-oriented, with strong follow-through and problem-solving skills.
- Strong written and verbal communication skills.
- Curious and eager to learn – comfortable working in a fast-paced, evolving environment.
- Empathetic and customer-focused – you care about helping people succeed.
- A strong team player who thrives in cross-functional collaboration.
- Passion for ESG, sustainability, and purpose-driven work is a bonus.
Important Notes
- This role is based in London, with hybrid working arrangements (2 days in office).
- Applicants must be located in and eligible to work in the UK. Unfortunately, we are unable to support visa applications or relocation at this time.
Benefits
- Competitive base salary
- Equity ownership opportunities
- Comprehensive health benefits packages (medical, dental, non-contributory pension scheme)
- Robust leave policies (PTO, parental leave, VTO)
- Flexible work environment with two days working from the London Office
- Mission-driven, collaborative, and inclusive culture
Why Join Us?
Novata is a mission-first company built to enable the private markets to drive more impact. We are at the unique intersection of ESG, the private markets, and mission driven impact. We are well-funded, have a top tier executive leadership team. We have a highly aggressive growth plan to establish ourselves as the industry leader of ESG with immediate plans for product and international expansion. Members of our leadership team have been globally recognized for their success as leaders of large public companies, founders of successful startups, leaders of established ESG organizations, and builders of robust tech platforms. We are passionate, highly motivated, and experienced individuals who embrace our diverse backgrounds. Together, we will become the platform of choice and a catalyst for a change in the way business is done.
Customer Success Associate in London employer: Novata
Novata is an exceptional employer that prioritises a mission-driven culture, offering a collaborative and inclusive environment where employees can thrive. With competitive salaries, equity ownership opportunities, and comprehensive health benefits, we support our team members' growth while fostering a flexible work-life balance in the vibrant city of London. Join us to be part of a passionate team dedicated to making a meaningful impact in the ESG space, with ample opportunities for professional development and cross-functional collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Novata. 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 Novata 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 Associate 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 Novata:Your cover letter is your chance to shine! Tell us why you want to work at Novata 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 Novata!
How to prepare for a job interview at Novata
✨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.
