Customer Success Manager

over 2 years ago
Full time role
London, England, GB... more
London, England, GB... more

Job Description

About Piclo

The energy industry has entered a new era. Supply and demand are decentralising fast; energy companies are starting to embrace renewables and looking for new ways to reduce costs, increase efficiency and build a smarter grid. That’s where Piclo comes in.

Piclo is on a mission to make our energy system smart, flexible and more sustainable.

Our flagship product, Piclo Flex, is an industry first. It’s the leading B2B online marketplace for flexible energy procurement in the UK, and a frontrunner in a sector that’s poised to transform smart energy technology by enabling renewables, batteries and electric vehicles to help balance the grid, both in the UK and internationally.

The role

We’re hiring a Customer Success Manager to support the use of our marketplace for flexibility that is helping transform the energy industry. You’ll be joining our friendly team at an exciting time - we recently secured a round of funding for the next stage in our business, so we’re busy preparing for a period of team and product growth.

Your key objective is to maintain happy and successful customers that trust Piclo to deliver a service that meets their needs. To start with, you’ll be working closely with and reporting to the CPO, Alice Tyler. Responsibilities for this role include but are not limited to:

  • Customer support - ensuring that the right processes and procedures are in place for the team to achieve excellent customer support at all times. In busier times this may also include stepping in to complete support tickets directly.
  • Customer training - manage the upkeep of the online training and documentation. This may include overseeing the editing help articles and recording help videos in collaboration with the relevant production teams.
  • Customer communications - manage the ongoing communication to our customers including what’s happening on the marketplace and new features they should be aware of. This will be in collaboration with the marketing & productions teams and could be completed via email, newsletters, webinars or forums.
  • Product team collaboration - be responsible for staying up to date with all the latest product developments and being the ‘customer's voice’ in relevant production meetings.
  • Team support - support and coach your Customer Success team (our Customer Success Associate) ideally with line managerial responsibilities
  • Commercial support - providing ad-hoc support to the commercial team, including supporting the commercial team to renew contracts as customer satisfaction is key to this relationship.

About you

Our ideal candidate meets many - but not necessarily all - of the below criteria:

  • You have 5+ years of relevant professional experience delivering exceptional customer support for B2B digital product businesses, with at least 2 of these years in a management position.
  • You are familiar with customer support software tools like Help Scout having used (and ideally managed) both document writing, mail and inchat functions before.
  • You’re driven by providing the best possible customer experience and work hard to maintain a high level of customer satisfaction.
  • You are an incredibly organised and process driven person. You enjoy the process of listening to your customers to understand them and then delivery outcomes that bring them value.
  • You’re resourceful, resilient, and flexible, and will help clear the path for everyone to do their best work.
  • You are an excellent communicator (both verbally and written) who can build relationships with tech and non-tech teammates and customers.
  • You’re fluent in English, even if it’s not your first language.

Also desirable:

  • Experience in small start-up environments.
  • Knowledge and experience of B2B customer support.
  • Understanding of the energy industry, from the perspective of suppliers, the regulator or the networks.
  • You are motivated by Piclo’s mission to make our energy system smart, flexible and clean.
  • You are naturally empathic, and are always mindful of the humans who use and benefit from your work.

What we can offer

  • Salary: £55,000 - £65,000 p.a
  • As you’d expect, a competitive salary, with share options comes as standard.
  • 35 hour week - with flexible working hours.
  • Life Assurance at 3x salary.
  • Private Healthcare.
  • Whatever tools you need to get your job done to the best of your abilities. We’ve put a lot of care into making sure your working from home setup is optimised, including a £100 monthly expense budget for extra kit you might need.
  • A modest annual allowance of £500 to spend on professional development, additional equipment, or your mental and physical wellbeing.
  • The opportunity to help shape the role to find the best balance between what we need as a business and your career progression plans.
  • We run fortnightly sprint meets for the whole team so everyone is aware and engaged with our progress.
  • We stop early every other Friday for Show and Tell, where the tech team demo new features over [now remote] snacks and drinks.
  • We also hold weekly virtual coffee mornings and host virtual film clubs and even have a baking slack channel.

How to apply

Email jobs@piclo.energy with ‘Customer Success Manager’ in the subject line (or submit your details below) to tell us about your skills and experience, and why you think you’d be a good fit for this role.

Include a copy of your CV and/or Linkedin profile if you like, as well as links to any products you’ve worked on, but we’re most interested in hearing why you think you’re a good match for us and this role in particular.

If we like the look of your application, we’ll invite you to an initial video call (this will happen week commencing 19th July) followed by an offline challenge that helps us to gauge your skills and aptitude for the kind of work you’ll be doing day-to-day. The final stage will be an online interview with a number of key team members during which time a relevant task will collectively be performed (think job role play).

We see diversity as a strength. We welcome people of different backgrounds, experiences, abilities and perspectives but can only accept people who have the right to live and work in the UK. We are an equal opportunity employer as well as being a pleasant and supportive place to work.

A small note about remote working

Piclo are in the process of trialling a hybrid model in relation to office attendance.

From 1st October, we will set a company-wide minimum attendance at our chosen office: set at once per month. Initially there will be one chosen office - based in Shoreditch - but multiple offices are possible as we grow internationally. We will also be organising quarterly off-sites with team building (outside the office) where attendance will be compulsory.

Individual departments or teams can set higher minimum attendance requirements if they believe it’s important for their team function. To be clear, you can attend 5 days per week if you so wish - this is just setting the minimum level that we expect you to adhere to.

Please Note: As we try out this new policy for hybrid remote/in-person working we will not be make any changes to employment contracts.

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