Customer Success Associate

ExTrac is a young, dynamic, and high-growth scaleup. We provide AI-powered risk intelligence solutions and insight to public sector, private sector, and third sector partners to support national security objectives and help organisations keep their people, operations and assets safe. We’re looking for an energised and forward-looking customer success associate to join our growing team.

If successful, you’ll play a critical role in ensuring our customers derive maximum value from our products and services. You’ll serve as a trusted advisor to our clients, helping them navigate complex intelligence landscapes by providing support, insights, and personalised assistance. This role would be particularly well suited to candidates with experience in intelligence analysis, research, or security operations.

Key Responsibilities

• Customer Onboarding & Training: Guide customers through the onboarding process, ensuring we capture the intricacies of their requirement and they understand how to fully leverage our platform's features, tools, and services.
• Customer Relationship Management: Serve as the primary point of contact for assigned accounts, maintaining strong customer relationships and driving satisfaction and engagement.
• Support & Troubleshooting: Provide technical and operational support, resolving customer issues promptly while coordinating with the engineering team to ensure timely solutions.
• Subject Matter Advisory: Act as a subject matter expert, advising customers on how to best utilise our solutions for threat, risk, and geopolitical intelligence.
• Upsell & Cross-Sell Opportunities: Identify opportunities to expand the use of our solutions within existing accounts, introducing new products or services that align with customer needs.
• Customer Feedback & Insights: Gather and analyse customer feedback to inform product improvements, share actionable insights with the engineering teams to enhance the platform.
• Customer Reporting & Metrics: Provide customers with regular reports on their usage and value derived from our solutions, helping them track key performance indicators and return on investment.

Essential Skills, Experience, and Qualifications

• Experience in Intelligence Analysis or Related Fields: Previous experience as an intelligence analyst, research analyst, operations specialist, or similar role, with a strong understanding of threat and risk analysis.
• Understanding of Geopolitical Context: Knowledge of geopolitical issues, international security, and emerging global threats, with the ability to apply this knowledge in a customer-facing context.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to translate complex concepts into clear, concise messaging for clients.
• Customer Relationship Management: Experience managing customer relationships in a professional setting, with a focus on retention, engagement, and satisfaction.
• Technical Proficiency: Familiarity with SaaS platforms and intelligence software systems, and the ability to quickly learn new technologies.
• Problem Solving: Strong analytical and problem-solving abilities to assist customers in resolving technical or operational challenges.
• Attention to Detail: High level of accuracy and attention to detail in customer documentation, reporting, and support.
• Presentation Skills: Comfortable delivering presentations to executive-level stakeholders, both internally and externally.
• Eligibility for Security Clearances: Please note, ExTrac provides services to a number of different government customers, some of which specify nationality criteria for individuals seeking security clearance. Given that there may be a requirement for applicants to apply for security clearances, we can only consider applications from individuals who hold a UK passport.
• Customer Facing Travel. The willingness to conduct regular (weekly) travel to on-site customer meetings across the UK and, on exception, in Europe.

Desired Skills, Experience, and Qualifications

• Government Experience: Direct experience working with government customers or agencies, especially in relation to intelligence or security functions.
• Data Analytics and Visualisation: Proficiency with data analysis, reporting tools, and the ability to create insightful visualisations of intelligence data.
• UK Government Security Clearance: SC or DV.

What We Offer:

• A salary range of £55,000 - £65,000, based on skills and experience.
• A competitive commission package.
• Flexible working: work where you work best, with the opportunity to spend two days a week working with the team in person.
• Access to our central London office space and an international network of co-working locations.
• The opportunity to develop and take on new challenges and responsibilities as we grow as a company.