About Piclo

The climate crisis means that now, more than ever, we need to act. Here at Piclo, we believe we are not powerless against climate change and are focused on enabling the transition to a decarbonised future. Our team is on a mission to make our energy systems smart, flexible and sustainable.

We’re hiring a Customer Success Associate to join the Customer Success team and to work alongside our friendly team of software developers, product managers, designers and more that are at the forefront of transforming the energy sector.  

Who we are looking for 

We’re looking for a Customer Success Associate who will be the first point of contact for our Flexible Service Providers.  You will be responsible for providing support, advice and training as part of the customers Piclo Flex onboarding and product adoption journey and add value by going above and beyond in meeting and exceeding our customers needs.  You will also aid the Customer Success Manager with supporting our System Operators with any technical queries, DSO forums and team initiatives.

The role will require you to collaborate with the wider business working closely with the commercial, marketing, product and production teams on communicating new product features, marketplace updates, sharing customer feedback and conducting user research . This is an exciting period of growth at Piclo, therefore an opportunity to assist in the development of the Customer Success function as well as contribute to supporting our international customers. 

About the role

• To provide customer support on a day-to-day basis through dealing and resolving customer queries including incidents and escalated issues whilst adhering to SLAs. 
• Collaborate with the commercial, product and production teams to ensure day-to-day service is effectively meeting the customers product needs and value is being delivered to the customer.
• To provide and deliver demonstrations of Piclo Flex to new and existing customers whilst developing your product knowledge to enhance customer engagement and customer satisfaction.
• Maintain online support help articles and demo videos ensuring any changes to the product are correctly updated.
• Maintain the Customer Success guidelines, processes and procedure documentations and audit periodically.
• Monitor customer performance, trends, risks and opportunities through various data sources available to improve the customer experience.
• To identify opportunities for continuous improvement and automation.
• Participate in ad-hoc activities such as user research, testing parties, new product feature releases, community newsletters, attend forums, webinars and events. 

About you

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

• You have 2+ years experience working with B2B customers or in similar roles.
• You are able to build strong relationships and trust with internal stakeholders as well as external customers at all levels.
• You are an excellent communicator with the ability to relay key technical information to both internal and external stakeholders.
• You are self-motivated and take the initiative to engage and support customers, proactively identify solutions and spot commercial opportunities.
• You have excellent attention to detail with strong analytical skills.
• You are highly organised and agile with the ability to manage multiple priorities depending on the needs of the business. 
• You are able to collaborate with cross functional teams to aid strategic thinking and decision making.
• You are familiar with using CRM systems such as Helpscout and Hubspot.
• You’re excited to support and drive initiatives within Piclo that continue to develop your skills and interests.
• You are fluent in English even if it’s not your first language.

Also desirable

• Understanding of the energy industry, from the perspective of suppliers, the regulator or the networks.
• Experience working in scale-up environments.
• 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 

• £30 - 35k, with standard share options and bonus scheme
• 25 days holiday (plus Bank Holidays)
• 35 hour week - with flexible working hours (within core business hours)
• Hybrid working - with a minimum requirement to come into the office once per week, to meet with your team  
• Life Assurance, Income Protection and Private Healthcare with Vitality (medical history disregarded)
• A monthly expense budget for the extra kit or tools you might need to get your job done to the best of your abilities at home 
• Annual allowance to spend on professional development
• Regular off-site - where the whole company gets together
• A super welcoming, supportive, collaborative and transparent culture where the priority is to help shape your role to find the best balance between what we need as a business and your career progression plans.

Who we are

Founded in 2013 by Andy, Alice and James, we are a quickly growing team of +40. Backed by Clean Growth Fund and Mott MacDonald Ventures, Piclo is a tech company poised to disrupt the way that electricity grids are run worldwide.

Piclo Flex is the leading independent marketplace that enables technologies, such as electric vehicles, to provide flexibility to electricity grids. With the rise in demand for renewables and clean technologies, our grids come under more stress and face challenges in maintaining the delicate balance of supply and demand. Piclo Flex smooths out the complex transition, delivering low-cost and resilient grids.

We know “flexibility” can be quite complex to understand at first, here’s a short video that explains “what are flexibility services?”

Inclusivity

Our team welcomes everyone to work together on our mission. We don’t believe that anyone should be discriminated against for any reason, be that age, nationality, gender, race, sexual preferences, religious beliefs, political leanings or disabilities. We welcome diversity among our colleagues and see it as important that everyone is supported and comfortable working with us.   Piclo are expanding internationally, as such, English doesnt have to be your first language but we would like you to be fluent.

How to apply and interview process

To apply, email jobs@piclo.energy with ‘Customer Success Associate ‘ in the subject line (or click the Apply button below) and tell us about your skills and experience, and why you think you’d be a good fit for this role. 

Please include either a copy of your CV, the URLs for your personal site or Linkedin profile, as well as URLs to any relevant public repositories that might support your application. Please note that, at this stage, we’re more interested in hearing why you think you’re a good match for us and the role. 

We conduct interviews in three stages

1. Introductory call: we’ll invite you for a short video call to discuss your experience and what you’re looking for in your next role. 
2. Challenge: If successful, applicants will be invited to complete a challenge relevant to the skills required in your role.
3. Final interview: if successful, applicants will then be invited to a final, in-depth interview to meet additional members of the team