Customer Success Associate (4 months)

3-4 days per week at home

A little flex time

Employment type
Contract

Hello, we’re ScreenCloud.

Founded in 2015 and with 8500+ customers around the globe, ScreenCloud is a scaling cloud-based SaaS company, employing over 100 people across our hubs in Bangkok, Belfast, LA and London.

At ScreenCloud we’re hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems we enable the sales, productivity & engagement that keep our customers’ businesses thriving.

We’re very proud of our product and we’re also incredibly proud of our people. It’s our ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go.

You’ll love working at ScreenCloud if you value transparency (join our monthly All Hands for business updates) flexibility (we’re one of Flexa’s Top Ten most flexible companies to work for) internationality (time zones don’t phase us) and integrity (join us, and you’ll also join our company-wide Share in Success scheme.)

We’re intentionally social. We think that spending time together is important… We think it’s so important that we arrange an annual company retreat, and we call it ScreenCloud Together! Each international hub regularly hosts visits from our teammates in other hubs. We balance regularly working from home with bright, well-designed office spaces - where we can see our own screens at play.

The Opportunity

We’re currently looking for an eager to learn individual, someone with a growth mindset and curiosity to develop and start their career in Customer Success. This is the perfect opportunity for someone who is looking to break into SaaS sector, and gain some real-life world class experience. Split across 4 months, you will undertake the following:

Month 1/2

Understanding the Product and our Systems

In the first few weeks, you'll be introduced to the product, and familiarising yourself with the systems that we use!

Who are our Customers?

In order to understand who our customers are, you'll take ownership of a data cleansing task, ensuring the information is all accurate and correct

Our Product Market Fit Segments

As a growing business we have now defined our product market fit! Whilst cleansing the data, you'll be tasked with tagging our customers as per these definitions

Month 3

Support

Our Support team are an important part of the success of the business. You'll spend a couple of weeks shadowing the support agents, going through product training and issue investigations

Success

To get a flavour for our Customer Success team, you'll be shadowing customer calls, helping with the prep for QBRs*, analysing customer healthscores, platform, hardware and apps training as well as emailing customers for renewals and answering basic enquiries

Decision Time

At the end of this month you'll make a decision over which route you'd like to take! This is an important decision so take some time and ask all of the questions!

Month 4

(If you choose the support route)

Responding to Customers

Our Support team are responsible for responding to any customer issues. These are organised in tiers depending on the severity - you'll be responding to some of these customers and finding solutions

Reviewing of Support Reports

You'll gain access to our current support dashboard, and provide your thoughts - can the design or data be improved? Let the team know!

Technical Issues Investigations

The tickets that come through the Support team aren't always straight forward! Being a SaaS product, there often needs to be investigations into technical issues. You'll start getting involved in these to add another string to your bow

(And if you choose the success route …)

Conducting QBRs

By now, you'll have shadowed a number of QBR sessions. Now it's time to go it alone, from curating the decks to delivery!

Book of Accounts

Alongside running QBRs, you'll be given a book of accounts to take care of - you'll speak to customers and ensure they're happy with the product, aware of new features amongst other tasks

Further Training

If you choose the Success route, we'll provide you with further Customer Success training through Pulse+, diving more into the skills it takes to be successful

What will you get out of this?

Following this work experience placement, you'll have picked up the foundations of what it takes to work in a world class Customer Success team! You'll have had exposure to both Support and Success, as well as learning the commercial terminology that comes with a SaaS business.

You'll also come away with a reference from your manager, as well as an advantage of applying for any permanent roles within the Customer Success team with real-life ScreenClouder experience under your belt!

Interview Process and Experience

Here’s some information about how we recruit at ScreenCloud. We have a commitment to engaging with diverse talent and creating a consistently positive candidate experience; in order to help us achieve these goals we regularly deliver internal interview training. We are also committed to objective assessments and want to provide a realistic preview for each of our roles, so we are likely to ask you to complete a (manageable, not onerous and always hypothetical) task or challenge as part of the process. If you require any reasonable adjustments, please let our friendly recruitment team know. We understand everyone is busy, so we like to streamline our interview processes with a focus on quality over quantity . This means our interview processes will be challenging and enriching, and (unless there is a particular reason for additional conversations), at most you’ll be attending three interviews before we make a decision.

Values

At ScreenCloud our values are core, this means they are the starting point - they underpin everything we do and enable a culture we can be proud of, internally and externally.

Trust & Transparency

Trust underpins high levels of autonomy for every ScreenClouder, we trust your opinion and we encourage you to use your initiative. We are trusted to work flexibly with the freedom to define the best ways to do our best work. We’re trusted to be honest, and in turn are trusted to handle the honest truth. We create transparency with care; our Leadership team is accessible and here for you. We’re on this journey together, and we promise to keep you informed.

Unconventional & Brave

One size never fits all and we are not copy-cats. We are happiest when we’re challenging traditional approaches, finding new paths, creating new territory and setting the benchmark. We work hard to nurture an inclusive environment that welcomes new and varying perspectives. We use our judgement and we take risks, because we know that what’s unusual today might be normal tomorrow.

Integrity

We don’t compromise on integrity. We don’t avoid having real conversations and we won’t lie - to ourselves, to our customers, to our investors… to anybody! We want to build genuine, long-term relationships. We make decisions with the best interests of our colleagues and customers in mind.

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FIND OUT MORE

Check out our Bangkok, Belfast, LA and London hub pages.

Click here for some podcasting with our co-founders.

Read our culture blog here.

Get social! Follow us on Linkedin at @ScreenCloud - Digital Signage, and on Instagram at @Lifeatscreencloud

Benefits

Unlimited annual leave

Remote-friendly working

Working from home fund

Flexible working hours

Pension scheme

Share in success scheme

Cycle to work scheme

Retail discounts

Enhanced parental leave

Personal development fund

Westfield Health cash plan

Free annual flu vaccine

ScreenCloud
Tech
Innovation
Customer-centric
View company profile

3-4 days per week at home

Fully flexible hours

Dog friendly