xyz-reality - Business Support Analyst - Customer Success

London Office - Hybrid1mo ago

Requirements

• ────────────────────────────── • 1. 2+ years in a business support, EA, operations, or administrative role — ideally supporting a Customer Success, Account Management, or client-facing team in a B2B environment. • 2. Demonstrated experience managing customer or vendor portal registrations and compliance documentation. • 3. Strong working knowledge of Salesforce or a comparable CRM (data entry, basic reporting, account and contact hygiene). • 4. Right to work in the UK without sponsorship. • Excellent written and verbal communication — comfortable corresponding directly with customer operations and procurement contacts on behalf of the CS team. • High attention to detail and strong follow-through; this role is the operational safety net for a high-stakes customer function. • Comfortable working across multiple concurrent priorities in a fast-moving, high-growth environment. • Familiarity with project coordination or reporting tools (e.g. Notion, Asana, Excel/Google Sheets) and document management. • Experience supporting teams working with enterprise or hyperscaler customers — desirable. • A proactive, anticipatory mindset — able to get ahead of a CSM's needs and build the kind of operational trust that frees them up to focus on customers.

Responsibilities

• ────────────────────────────── • Own end-to-end registration and onboarding of XYZ into customer platforms, portals, and vendor management systems — including documentation gathering, compliance questionnaires, and portal data entry. Track status across all active accounts and flag blockers to the relevant CSM before they impact delivery. • Maintain a live, accurate repository of standard customer-facing documentation (compliance certificates, insurance docs, company information packs) so re-submission for new accounts or renewals is fast and error-free. • Schedule and coordinate customer meetings, QBRs, onboarding sessions, and internal syncs across CSM calendars — factoring in customer time zones and site availability. Manage logistics for on-site visits and prepare itineraries and briefing materials in advance. • Support the preparation of customer-facing reports, health dashboards, and success review materials — pulling together data, formatting outputs, and ensuring CSMs walk into every customer touchpoint fully prepared. • Act as first point of contact for CSM operational needs: CRM hygiene (Salesforce), document formatting, action log tracking, and coordination with Product, Engineering, and Finance on behalf of the team. • Identify recurring operational bottlenecks across the CS function and propose process improvements — this role is expected to make the team more efficient over time, not just maintain the status quo.

Benefits

• ────────────────────────────── • 🏝️ 25 days annual leave + public holidays • 🩺 Private healthcare with Vitality • 🎄 Christmas shutdown days on top of leave allowance (2–4 per year usually) • 🚇 Office located within a 5-minute walk from Angel station • 🏠 Hybrid working • 🥳 Summer & Christmas staff parties • 🍣 Free lunch bought in and after-work gathering/drinks every Thursday in the office • 💰 Employee referral scheme • 🚲 Cycle to Work scheme • 🚀 Make a real-world impact of revolutionising the construction industry