IntelligenceBank is the leading marketing operations platform, helping clients across key industries including healthcare, financial services, government and retail to better streamline their content management and ensure it's legally compliant. Our high-growth and fast-paced environment is big on culture, learning and ensuring we provide the best outcomes for our clients around the world.

Join us in our mission to redefine the boundaries of innovation and product excellence. Thanks to an internal secondment we're on the lookout for a Customer Success Coordinator to help us ensure we're giving our clients our famous Six Star Service!!

Please note, this is a Fixed Term contract with a view to going permanent. 

Reporting to the Support Director, you'll provide direct support and assistance to all IntelligenceBank customers and members of our Customer Success team as required via email, helpdesk tickets, telephone and online meetings.

The Role:

This is a varied role and will bring you into contact with diverse clients and stakeholders. Here's a view of what you'll be doing day to day:

• Be the first point of contact for Helpdesk tickets from customers. 
• Investigate and respond to Helpdesk tickets and other tasks as assigned in accordance with SLA’s and any established deadlines
• Configuration of platform as required which may include but not be limited to databases (forms), workflows, alerts, groups, permissions, custom pages (HTML, CSS, JS)
• Liaise with QA and Product teams on issues to determine solutions for clients or raise Jira tickets to escalate if needed
• Raise Jira tickets to request work to be completed
• Assist Customer Success Managers, Key Account Directors and Delivery (Implementation) team with change requests, troubleshooting and technical queries for client platforms
• Maintain client records in appropriate client folders and tools, including, but not limited to: Salesforce records, Mission Control, checklists and Internal folders
• Collaborate with members of the Customer Success team to find and deliver great solutions to customer needs
• Contribute to IntelligenceBank’s overall approach to meeting client accessibility needs

This role is ideal for someone who is at the start of their career with a couple of years' experience already under their belt. If you're curious, love to solve problems and help others then we'll help support and develop you to be successful in the role. We do have a few requirements so read on and see if you've got what it takes to be part of our team:

• Previous customer Service/Support delivery experience within a SaaS/software or professional services consulting business
• Passion for solving business and technology challenges 
• Excellent verbal and communication skills
• Well-developed mediation and negotiation skills
• You are a team player who thrives working both independently and with others
• Exposure to and familiarity with Java script, API, Postman, Zapier is a big advantage!
• Highly organised, able to juggle multiple tasks at one time 
• Reliable, consistent, positive and a fast learner with strong attention to detail

Next Steps: 

Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status. 

Our application process includes phone screening, face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks. 

So apply now and we look forward to getting to learn more about you! 

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