Customer Success Associate

Customer Success Associate 

Reports to: Head of Customer Success 

Location: Hybrid, Newmarket, 2-days on-site, 2-days WFH

Hours: 32 hours across a 4-day week (no salary sacrifice) 

Salary: £24,000 - £28,000 

Product: Secure Schools www.secureschools.com 

Who we are and what is important to us:

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools. 

Each brand shares a vision to reduce the friction of adapting technology, help customers navigate an often overwhelming area, and provide powerful solutions that make their everyday lives easier. 

The three brands run independently and have the autonomy to continue to prosper, although as part of the Beyond team, you’ll join a wider, supportive environment where you can draw on the group's expertise and capabilities. 

We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.

Who Secure Schools is:

Secure Schools is an innovative ed-tech start-up on a mission to lead the education industry in adapting and overcoming threats to computer systems and networks. We achieve this by providing schools and multi-academy trusts with a first-of-its-kind, one-stop-shop cybersecurity management app (pretty cool, right?).  

Uniquely positioned as highly specialised in both cybersecurity and education - our laser focus and deep understanding of schools enable us to offer exceptional products and services to an industry with contextual challenges. 

Our relationships with leadership teams, IT departments, and service providers allow us to be ruthlessly independent and provide impartial intelligence that schools can trust.

Job snapshot:

As our Customer Success Associate, you’ll play a pivotal role in ensuring our new and upgrading customers have a seamless and positive experience. Your primary focus will be delivering a smooth onboarding process, providing personalised support, and guiding them through the initial setup and integration of Secure Schools products and services. 

From time to time, you may be supporting customers outside of Europe, which could mean adjusting your hours on an ad-hoc basis to better align with their schedules. 

What you’ll be doing: 

• Support stakeholders via phone, virtual calls, videos and email
• Ensure HubSpot is always up-to-date by regularly logging interactions, tracking progress, and maintaining accurate customer information
• Act as the first point of contact for any onboarding and setup queries, striving for first-contact resolution and championing best practices
• Collaborate with customers to schedule and organise appointments, ensuring the timely and effective completion of onboarding tasks
• Nurture existing relationships to ensure stakeholders are fully supported and maximising their partnership with Secure Schools
• Conduct product demonstrations and training sessions to educate customers on the features and benefits of our products/services
• Utilise the ticketing platform, JIRA, to ensure support requests are logged and responded to correctly 
• Triage incoming tickets and collaborate closely with the engineering team to troubleshoot and resolve any issues efficiently
• Maintain an innovative mindset by always looking to streamline processes and improve how things get done
• Keep up to date with new developments in product tests and feedback to senior team members 
• Provide advice and guidance to colleagues within Beyond to support broader business objectives in areas of expertise

What we’re hoping you’ll bring:

• Previous experience in an onboarding and or customer-focused role 
• Ability to deliver high-quality work against defined objectives and deadlines
• Proficiency in CRM software and customer support tools
• Problem-solving skills with a proactive approach to addressing customer issues
• Self-motivation with the confidence and enthusiasm to take the initiative and get things done
• The desire to learn and take on new challenges 
• Natural in identifying and approaching new ideas 
• Customer-centric mindset with a passion for delivering exceptional service
• Excellent communication skills, both written and oral, with a high degree of attention to detail 

What to expect in the hiring process: 

1. Exploratory Telephone Conversation with the Talent Team: A relaxed discussion to explore mutual expectations, including culture fit, background, and interests.
2. Second Interview with the Hiring Manager and Head of Sales: Virtual conversation focused on skills and experience 
3. Final Interview with Hiring Manager and Operations Director: Face-to-face conversation and exercise-driven 

What you'll get:
Beyond is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing a superior customer experience. 

We value, support, and champion those we work with, promoting personal growth and happiness. We understand that our success depends on all our team members' collective energy, intelligence, and contributions, and we are committed to ensuring that our work environment is the best it can be. 

We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

• 4-day working week 
• Flexible working schedule/work-from-home opportunities
• Onsite gym facilities 
• Annual personal and professional development budget 
• Buying and selling holiday scheme
• Additional holiday for length of service
• Onsite trained mental health and well-being champions 
• Monthly lunch club (on us) 
• Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives) 
• Enhanced maternity, paternity and adoption benefits 
• Electric car scheme 
• Cycle to Work Scheme 
• Eye examination scheme 
• Financial contribution to the set up of work-from-home environments 
• Use of new and leading technology in the form of Apple products 
• Frequent company-funded social events
• Office closure between Christmas & New Year 
• Access to continuous learning and development opportunities
• Comprehensive employee referral scheme 
• Casual Dress Code

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme, which is tailored specifically to you and includes: 

• Enhanced pension payments
• Retail vouchers 
• Private medical insurance
• Dental plan 

If you're selected, we'll guide you through the following checks as part of our offer process:

1. DBS Check: Verification of criminal records.
2. Right to Work: Confirmation of legal work eligibility.
3. References: Automated verification based on HMRC records.

We're excited about finding the right person for this position! Due to dynamic market conditions, we're not setting a fixed application deadline. We encourage you to apply as soon as possible, as we'll fill the role once we find the perfect match.

At Beyond, we celebrate diversity and are committed to being an equal-opportunity employer. We welcome candidates from all walks of life. If you need any accommodations during the application process, please don't hesitate to call or email us.

www.beyondco.com