Customer Success Associate (FR/IT/ES speaking)

At Red Sift, we are delivering the industry’s only integrated cloud email security and brand protection platform. As a result, we are helping to make the world a safer place, enabling organisations across all sectors, including many of the biggest brands, top law firms, financial services providers, technology innovators and government agencies defend against business email compromise (BEC) attacks, while streamlining how we protect against ransomware and phishing attacks.

About the Role

We are looking to hire an enthusiastic bi-lingual (or more!) Customer Success Associate to join the Red Sift Customer Success team responsible for delivering value, improving retention and product adoption for Red Sift customers.

Ready to take the next step in your career in Customer Success? The Customer Success Associate will support all of Red Sift's current and newly acquired customers to have a clear, supported and defined path to success. This role will facilitate self-serve customers with subscription enquiries and other customers obtaining their Verified Mark certificates (VMCs) for Brand Indicators for Message Identification (BIMI).

As a Junior Customer Success Manager, you will work with the Customer Success, Sales, R&D and our partners to facilitate an easy onboarding and renewal experience, prove ROI and remove any roadblocks for our customers. In return, you will be supported and receive opportunities to develop your expertise and career in cybersecurity.


Key Responsibilities

• Drive usage and adoption to ensure customer success
• Respond to and resolve Stripe payment enquires from customers
• Work with our third-party partners to ensure that customers work to obtain their VMCs for Brand Indicators for Message Identification (BIMI)
• Process Renewals for Self-Serve Customers
• Assess Self-serve customers' usage data and reach out to any customer that requires more support
• Work with the Customer Success Engineers to proactively solve and act as a point of escalation for technical issues.
• Respond to customer emails, chats, and calls regarding their subscription.
• Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.
• Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions
• Build evergreen content and resources for customers, partners and internally to use for education and to drive rapid product adoption and first value realization.
• Identify upsell and cross-sell opportunities and drive commercial negotiations.
• Produce and deliver internal best practices and customer user stories to make customers' lives more effortless
• Encourage happy customers to leave reviews and capture feedback.

Soft Skills

• Able to work systematically on a transactional basis, ideally having customer case experience
• Pleasant, straightforward phone and video manner.
• Able to create, facilitate and present easy-to-follow content and webinars to existing customers
• Excellent written communication.
• Process orientation and good at capturing processes
• Organisational skills — you'll be working with many customers and need the expertise to keep all their needs organised.
• An understanding of market needs and current use cases of businesses using video.
• Strategically minded — you'll be helping customers come up with their overall strategy with our product!
• Highly self-motivated and driven — you don't need someone hovering over your shoulder telling you what to do all day.
• The ability to shift priorities quickly when necessary.

About you

We generally don’t have hard and fast requirements - we really value that everyone is different. Core attributes and skills we are hoping to see highlighted in your application are:

• Minimum 1 year's experience in customer success, customer service, sales admin, technical support, enablement or involvement in customer success programs.
• Minimum 1 year's experience in SaaS companies, preferably in the Cybersecurity industry
• Knowledge of security technologies, ideally that which is used to secure email communications.
• Understanding of Network security protocols, Anti-spoofing and Anti-phishing concepts, tools and technologies.
• Experience with Salesforce Service or similar CRM tools
• Stripe experience preferred
• VMC / BIMI knowledge desired
• Fluent English plus one (or more) of the following French, Spanish, German, Italian

Benefits

• 🌟 The opportunity to participate in every aspect of the startup journey in rapid scaling mode
• ✊🏽 The chance to participate in our mission to protect organisations and the people within them with cybersecurity software products that outsmart attackers at scale
• 💷 A competitive base salary based on experience in addition to a performance-based bonus, equity plan and pension scheme
• 🧰 Optionally remote work, as long as you can drop by the office every now and then
• 🏝 25 days of vacation in addition to public holidays per year
• 🧖‍♀️ A monthly budget for coaching and self-improvement such as courses, conferences and workshops
• 🏥 Health Insurance
• 👪 Maternity / Paternity leave
• 🏋️ Gym membership
• 🚴 Cycle to work scheme
• 🦸 One volunteer day per year
• 🕰 Flexible working hours, we trust you to work enough hours to do your job well, at times that suit you and your team