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- Tasks: Support customers in maximising value and achieving cyber risk management goals.
- Company: Join Resilience, a pioneering company in cybersecurity and risk management.
- Benefits: Flexible work schedules, paid healthcare, 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 tech-savvy.
- Other info: Remote-friendly role with excellent career growth potential.
The predicted salary is between 50000 - 70000 £ per year.
At Resilience, we’re creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management. 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. Resilience is backed by leading technology investment firms and has offices in multiple cities. We are seeking a motivated, customer-centric Customer Success Support Analyst who is passionate about ensuring customers maximize value and achieve their critical cyber risk management outcomes. This position is full-time and remote-friendly.
Join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes, providing operational support from onboarding through renewal.
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 internal systems, along with sending onboarding emails to clients.
- Team Assignment Coordination: Coordinate the 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 with 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: Identify and suggest improvements to current administrative and support processes to enhance team efficiency and client satisfaction.
- Required: 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.
Compensation range: £50,000 GBP - £70,000 GBP
What Resilience Offers You- Innovative company culture
- Flexible work schedules
- Family paid leave
- Paid healthcare for employees
- 401k
- Professional development & career advancements
- Flexible paid time off
- Employee referral bonus
Accommodations and Accessibility
We want to ensure you’re 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’ll 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, and interviews will only take place via approved Resilience accounts. If you receive suspicious outreach or have concerns, please contact your recruiter. Thank you for helping us maintain a safe and secure recruitment process.
Customer Success Specialist employer: Resilience
Contact Detail:
Resilience Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Specialist
✨Tip Number 1
Get to know the company inside out! Research Resilience's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success roles. Think about how your experience aligns with the responsibilities listed in the job description, especially around onboarding and process optimisation.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Success Specialist
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 experience in customer service and any relevant 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 requires strong verbal and written communication, don’t shy away from demonstrating these skills in your application. Use clear, concise language and make sure your enthusiasm for helping customers shines through!
Highlight Your Organisational Skills: We’re looking for someone with exceptional organisational skills. In your application, mention specific examples of how you've managed multiple priorities or improved processes in previous roles. This will show us you’re ready to thrive in a fast-paced environment!
Apply Through Our Website: Remember to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Resilience
✨Know Your Stuff
Before the interview, dive deep into Resilience's mission and values. Understand their approach to cybersecurity and how they integrate it with customer success. This knowledge will help you demonstrate your passion for the role and show that you're genuinely interested in what they do.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your customer success skills, especially in a SaaS environment. Be ready to discuss how you've managed multiple priorities and improved processes, as these are key aspects of the Customer Success Specialist role.
✨Ask Smart Questions
Come prepared with thoughtful questions about the team dynamics, onboarding processes, and how success is measured at Resilience. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
✨Be Proactive and Positive
During the interview, exhibit a proactive mindset by discussing how you can contribute to process improvements and client satisfaction. A positive attitude can go a long way in making a great impression, especially in a fast-paced start-up environment like Resilience.