At a Glance
- Tasks: Build strong relationships with customers and ensure their success with our products.
- Company: Join a vibrant team at StuRents, dedicated to customer satisfaction.
- Benefits: Enjoy 24 days holiday, remote work options, and exclusive employee discounts.
- Other info: Participate in fun social initiatives and enjoy excellent career growth opportunities.
- Why this job: Make a real impact by helping customers thrive and grow with our services.
- Qualifications: Experience in customer success or account management, preferably in SaaS.
The predicted salary is between 40500 - 49500 £ per year.
Serve as the day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, product adoption, and optimisation through technical, operational, relationship, and commercial excellence.
Own the entire relationship with assigned customers, including onboarding, implementation, training, adoption, retention and satisfaction.
Collaborate, problem-solve, and/or strategize with team members on upcoming customer meetings and opportunities. Always be keen to learn from more senior team members who may have more experience or different approaches than you.
Establish relationships as a trusted, strategic, and operational advisor to help ensure the continued value of our products and services.
Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth plus share learnings.
And finally, we all love rolling our sleeves up to do our bit to keep StuRents an awesome place to work. You'll be a willing participant of one (or more - up to you!) of our social/cultural initiatives, from working with our social society all the way through to coming up with your own regular culturally contributing initiative at StuRents.
- 24 days holiday (excl. bank holidays), increasing to 26 days after 3 years, an additional day each year thereafter up to 30 days per year.
- 24/7 counselling advice and information line + 6 private therapy sessions.
- Work from abroad for up to 4 weeks a year after 1 year of employment.
- Access to our employee discounts with over 3,000 exclusive discounts and offers.
- Company pension contributions (with access to increased company pension contribution after 3 years of employment).
- Access to a private practising UK GP plus contributions to annual eye tests & flu jabs.
- £360 allowance for home office desk and chair for remote working.
- Work from home opportunities (maximum 3 days per week).
- Monthly team lunches and quarterly all-company socials.
Experienced Professional: You're an experienced customer success manager or account manager within the SaaS space, bringing a fresh perspective gained from your previous role(s). Experience in PropTech is preferred but not essential. You excel at delivering a first-rate customer experience, underpinned by a desire to establish strong, long-lasting, and mutually beneficial customer relationships.
Raise the Bar: You display great customer success practices and knowledge, and are eager to learn and continually develop your skills from our experienced team.
Commercially Driven Continuous Improver: You're naturally curious and excited about developing your commercial acumen, critical thinking and deft communication skills to identify and recommend customer improvements. Likewise, you welcome feedback and proactively leverage recommendations to enhance your practice. You've previously acted as a bridge between customers and your internal teams, surfacing impactful insights to drive continuous product and service improvements.
Self-Directed and Organised: You're self-directed and enjoy multitasking with a knack for organising and prioritising your work effectively. You have a high attention to detail and can spot red herrings with ease.
Proactive Problem Solver: You actively seek and identify potential customer challenges and proactively implement resolutions that set the customer up for success, positioning yourself as your customers' trusted advisor.
Skilled Communicator: You're a clear and concise verbal and written communicator. You're confident when speaking to customers via email, on the phone, on virtual calls and in person.
Proactive Team Player: You're a proactive communicator, who is used to working together with colleagues and teams. You have a friendly, personable, and approachable communication style.
Growth-Focused: You have the desire and ability to thrive in fast-paced, dynamic environments and manage multiple priorities effectively. Your strong passion for customer success and commitment to delivering exceptional service is evident in your track record of managing existing customers and effectively onboarding new ones.
Technically Savvy: You are comfortable using gSheets or Excel and have familiarity with either Hubspot or Salesforce as your CRM.
Nice to have: PropTech experience is preferred but not essential.
Customer Success Associate employer: StuRents
StuRents is an attractive employer due to its commitment to employee development and a flexible work culture. The company promotes a collaborative environment where team members can thrive and contribute to innovative solutions in the PropTech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at StuRents. 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 StuRents 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
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 StuRents:Your cover letter is your chance to shine! Tell us why you want to work at StuRents 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 StuRents!
How to prepare for a job interview at StuRents
✨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.
