Customer Success Associate

Delio is transforming private markets. Through our technology and expertise, we help the world’s most respected financial institutions to deliver private market transactions to their clients. 

Our configurable, white-labelled technology is already being used by more than 90 organisations in 17 countries around the world, including the likes of Barclays, ING, Coutts and UBS. However, we’re only just getting started.

As an award-winning, high growth company, we’ve set ourselves ambitious and challenging targets that build on the rapid progress we’ve made since 2015. To achieve these goals, we work hard, have high expectations and hold each other to account. However, we also support one another and collaborate to ensure that everyone can play a part in our success.

We’re looking for a Customer Success Associate to support our customers as they transition from sales prospects to active users. The Customer Success Associate will work to develop and nurture lasting relationships alongside handling ongoing training and support requirements.

They will understand customer outcomes through ongoing collection and analysis of data using this to inform onboarding and retention strategies whilst contributing to the product roadmap. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. 

Key responsibilities

• Handle and resolve customer support requests and complaints
• Serve as a contact for the onboarding of new customers, the training of platform end users, as well as post-go-live support
• Gauge customers’ levels of engagement with their white-labelled platform and provide feedback to the other Delio teams regarding product and service improvements
• Provide insights to customers to ensure that they get the most value out of their platform
• Collaborate closely with team members to support renewals and expansion opportunities

Essential requirements

• Highly organised and able to multitask
• Proactive nature
• Excellent communication and interpersonal skills
• Some knowledge of customer success processes
• Experience in document creation
• Patient and active listener
• Passion for service
   

Joining Delio you can expect:

• A salary between £19,000-£21,000 (depending on experience)
• 25 days holiday (exclusive of bank holidays)
• Your birthday off
• Flexible working policy (remote/office/hybrid solutions available when Covid restrictions allow)
• Private medical cover
• Competitive pension contributions
• Cycle to work scheme
• Ongoing learning and development opportunities
• A range of great additional benefits being launched this year