Customer Success Associate
Job Description
Creoate is building products and solutions in unconventional ways so that more entrepreneurs and small businesses owners can better run their businesses.
We help independent retailers buy sustainable and unique products from brands and wholesalers on a centralised platform, using artificial intelligence and predictive analytics to improve retailer forecast sales, manage inventory levels and get sustainable finance.
All we do is aimed at delivering more choice, better pricing, and more efficient logistics at a global scale for our customers. Our mission has been extensively covered in TechCrunch and Sifted (hottest investments shortlist), and we are led by a world-class team who have worked at or invested in high-growth cultures including Farfetch, Amazon, Vinted, Lyst, Groupon, and Deloitte.
We’re currently a team of 55 strong, and growing fast across 7 different countries with hubs in the UK (London), Canada (Toronto) and Portugal (Lisbon). Having support from world-class VCs who have invested in Airbnb, Slack, Square, Checkout, and Job&Talent also means that we are now ready to meet ambitious leaders to help us shape the future.
About the role
We are searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a Customer Success Associate who will roll up their sleeves and advocate for customers from inside the trenches. You will help us drive our company’s customer success strategies, building strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you will be curious about technology and how we can use it to improve efficiencies and customer experience.
Customer Success Analyst is a core part of our growth strategy, building long-term customer relationships and acting as an internal advocate and client liaison. You will be a positive people person, tech-savvy and a problem solver with excellent time management skills.
Your responsibilities
- Serve as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping customers overcome issues and achieve goals
- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
- Collaborate, problem solve, and/or strategize for important upcoming customer meetings with team members
- Improve on existing documentation or visuals for internal teams to demonstrate process flows and solutions
- Help analyze internal reporting and trends in C-Sat, NPS and queries to identify areas of improvement
- Work with the sales and marketing team to improve customer experiences, onboarding and training
About you
- 1+ years working in customer success
- Positive, team-oriented, people-person – you are eager to help and motivated to find solutions
- Curious and creative – you spot problems, looking for the root cause solution. Able to respond to change quickly and effectively
- Growth mindset – you embrace challenges and are resilient in the face of setbacks, learning and pushing ahead
- You can communicate clearly, mostly written but also visually
- You work well in a team and are happy working in multi-functional and fast paced teams
- Strong fit with our values: Think Big, Restless, Ownership, Trust and Teamwork