Junior Customer Success Analyst

At Xapien we are re-imagining how humans extract knowledge from the internet.

Every business, charity, and institution in the world, in every sector, needs to know who they are doing business with. Xapien helps them answer that question – quickly and accurately. Using machine learning and deep natural language processing, we are re-imagining how machines learn and reason about knowledge.

There’s never been a more exciting time to join Xapien. We are a growing team of 25 people, doubling to 50 this year.

As Xapien’s Junior Customer Success Analyst, you will read the insights behind the customer success data, and collect valuable client satisfaction details that will drive a customer-centric strategy. You will drive engagement with key enterprise clients to ensure sustainable company growth, all while working in a fun, innovative, start-up environment with an experienced and supportive team.

Main responsibilities:

• Reviewing due diligence reports
• Performing open source and content research
• Report key CS metrics to management
• Customer onboarding
• Retrieve engagement and ‘Fuel for Renewal’ data before renewal conversations
• Updating CRM details
• Help to maintain any documentation relating to customer onboarding

Customer service: Speaking with customers and attending to their needs is a skill necessary to perform the role of the customer success team member. The most effective members of a customer success team can assess and anticipate customer needs, which helps deliver excellent customer service.

Interpersonal: The ability to form relationships using skills such as active listening, patience and empathy is key to building customer relationships. Customer success team members rely on interpersonal skills to be effective.

Communication: Oral and written skills are very important to the roles of the customer success team. This role is communication-based and being able to talk with customers and team members can help achieve company goals.

Analysis: Researching and interpreting data is key when working with customers. Several roles of the customer success team rely on the ability to gather and understand customer data.

Problem-solving: By identifying customer concerns and developing creative solutions, the customer success team can help provide value to the customer's experience, improve processes and deliver better service, which helps encourage loyalty and can help to grow the customer base, reduce churn and achieve renewals year after year.

Technical skills: Technical skills such as computer literacy and designing customer sales journeys are useful for tracking customer data, managing tasks and improving strategies to build and maintain relationships with the customer.

Other eligibility criteria:

• Experience in customer success/service or customer facing roles such as account management
• A data-driven mind and analytical skills that allow you to know how to read data and provide actionable insights to strengthen customer relations
• The ability to solve your clients’ specific problems and provide the solutions that address your clients’ business needs
• Experience with CRM, dashboards, data reporting
• Excellent English proficiency and strong communication capabilities, with good business writing skills
• The ability to give professional presentations and host online meetings or events
• A proactive attitude. You don’t buckle under pressure, and you are self-motivated
• We expect you to work well as part of a bigger CS and Sales team but also to be able to deliver and work independently

More about us:

Everyone at Xapien is working together to build something transformational. It’s hard, challenging and exciting work for which we all share in the rewards that come from success. We strive to pay great salaries for great people but most importantly, everyone in Xapien owns shares in the business we are building together.

For this role, we’re looking at a range between £30,000 to £33,000.

We are working to a hybrid model, you’ll be spending around of 2 days a week working and having fun with us in our dedicated WeWork office in Moorgate. Outside that, you’ll find us working from home or in the office - it's up to you!

We also provide, what we hope is a generous and rewarding working environment, including:

• You will own a meaningful part of the business through our employee shares & equity programme
• Private health insurance to keep you in tip-top condition
• Life Insurance - let’s hope nobody ever needs this!
• Unlimited holidays - yes, it’s really uncapped
• Everyone is learning, developing and challenging themselves so we have a £1k professional development fund per year
• Most importantly of all, we will work with you, to help you to realise your fullest potential.

On the day to day stuff:

• All the tools and software you need to be effective and make your working life easier
• Regular team lunches and drinks
• Flexible working hours meaning you can plan your workday around your own schedule
• Fun and inclusive monthly social events, from poker nights to axe throwing and mini-golf
• We want you to be your best self - we will be standing beside you on mental and physical wellbeing