At a Glance
- Tasks: Help customers onboard and succeed with our innovative casting platform.
- Company: Join Performeo, a fast-growing AI-enabled performer marketplace.
- Benefits: Competitive salary, equity scheme, and a vibrant office in central London.
- Other info: Opportunity for growth in a pioneering company with global impact.
- Why this job: Be part of a dynamic team shaping the future of talent management.
- Qualifications: Experience in customer-facing roles and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
About Performeo
Performeo is an AI-enabled end-to-end casting workflow and performer marketplace, connecting studios to top-tier talent and actors building their careers worldwide. We are creating a full vertical performer economy, bringing studios, casting directors, talent agents and actors together in ways that have never been possible before, fundamentally changing how actors are cast and managed around the world. A fast-growing business with clients across the globe, we already have major film projects being cast through our platform.
About the job
We are seeking a driven, ambitious and detail-oriented Senior Customer Success Associate to help grow and manage our customers, assisting them in adopting Performeo quickly and integrating it smoothly for full customer success. This is an exciting opportunity for someone on the upward curve of their career looking to join a dynamic and fast-growing company, with scope for real growth and development for the right candidate who is keen to be part of a team heading to be a global leader in the space.
Role overview
As a Senior Customer Success Associate at Performeo, you will be at the front line with our customers as they onboard and start using the platform. We are looking for a highly motivated and confident individual who prioritises customer care, ensuring customers feel confident using the platform and maintaining smooth customer relations. We want someone who is comfortable getting on the phone to resolve issues while also managing data and details to track customer usage. We seek someone excited to join at the early stage of company building and ready to implement systems for developing success metrics.
The role focuses on ensuring that our clients fully understand our product offering and seek to improve usage of our platform using data to drive innovative communication. Knowledge of the casting and talent management industry is preferable but not mandatory.
Key Responsibilities
- Onboarding and Account Management: Leading client onboarding, ensuring high engagement with platform tools.
- Product Advocacy: Educate clients on new platform features and facilitate feedback loops between founders and the Product team to inform future developments.
- Operational Excellence: Manage the customer journey, ensuring all task flows and playbooks are executed accurately to maintain a seamless experience, and troubleshoot issues with a high sense of urgency.
- Customer Relations: Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs.
- Detailed Analysis: Develop success metrics for the company and implement systems for continued data analysis through the growth of the platform.
- Product Operation: Track customer usage, feature adoption, and rollout performance.
- Customer Support: Respond to customer queries via call and email, diagnosing and resolving customer issues efficiently.
- Judgement and Ownership: Take ownership of problems and ensure they are fully resolved.
Requirements
- Experience working in a customer-facing role, ideally in customer success, SaaS support, or related roles.
- Be the voice of the customer – bringing feedback and statistics to the team.
- Confident, strong communication skills.
- High level of proficiency in Excel.
- Confidence in analysing data.
- AI-first approach to research, analysis, and problem-solving.
- Comfortable being autonomous, proactive, and taking initiative and ownership.
- High attention to detail.
- Excited to join at an early-stage company and ready to implement systems.
- Knowledge of the casting and talent management industry is preferable but not mandatory.
5 days a week in central London office (Liverpool Street/Moorgate).
What we offer
Salary range of £35K to £45K depending on experience. Eligible for forthcoming Equity scheme.
Senior Customer Success Associate in London employer: Performeo
Performeo is an innovative and fast-growing company at the forefront of transforming the casting and talent management industry. As a Senior Customer Success Associate, you will thrive in a dynamic work culture that prioritises customer care and offers ample opportunities for professional growth. With a competitive salary, an upcoming equity scheme, and a vibrant central London office environment, Performeo is an excellent employer for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Performeo. 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 Performeo 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 Senior 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 Performeo:Your cover letter is your chance to shine! Tell us why you want to work at Performeo 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 Performeo!
How to prepare for a job interview at Performeo
✨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.
