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