(ZTH300) | Customer Success Associate

This role requires fluency in English and with proficiency in an additional European language an advantage. The Customer Operations Associate will take responsibility for client issue resolution across the Onclusive product suite, will dictate escalation of issues to engineering / IT, and will ensure that all CRM requirements for billing and finance are met across the Onclusive client base. Furthermore, in time we expect this role to take account management / ownership for some of our transactional clients, with responsibility for retention and upsell. As a part of our post-sales team, this role offers potential to gain in-depth experience of the Media Intelligence sector within the Public Relations sector.

Under the direction of your manager and the post-sales team, you will learn technical, communication and commercial skills. Training will be provided in all areas.

This is a junior role University Graduates can apply.

Your responsibilities :

• Understand the Earned Media Lifecycle : Planning, Manage, Monitor, Measure and Learn;
• Build a solid understanding of all Onclusive products and processes;
• Respond to customer queries received in our CRM tool (Salesforce) for our ‘automated’ client base;
• Own finance queries, finance admin, and finance reporting in our CRM tool, including PO management and order inputting;
• Prepare regular reporting and data analysis of client activity, identify at-risk scenarios and work with internal / external stakeholders to build & enact solutions;
• Drive automation, create process and methodology documentation;
• Create materials and deliverables that will be used to support and engage with Onclusive’s self-service and automated client base;
• Communicate client needs and act as an internal advocate for owned clients;
• Adhere to Onclusive values at all times.

What you bring :

• English fluency is required (both written and verbal);
• 0-2 years’ experience, ideally in the business intelligence industry;
• Experience of working with a CRM tool is a plus;
• Strong analytical skills, with the ability to identify business issues, analyse data, draw conclusions, and develop actionable recommendations;
• Ability to learn quickly and grasp different processes and systems;
• Enthusiasm to work in a fast-paced and demanding environment;
• Ability to prepare clear and concise client-ready documents;
• Exceptional organizational skills, with a proven track record of successfully managing projects to completion and precise attention to detail;
• Ability to work independently as well as part of a team.

What we can offer :

We are a global fast-growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you : Competitive salary and benefits, hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with, a company focus on wellbeing and work-life balance including initiatives such as flexible working and mental health support. We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.