ABOUT VESTD

Vestd is the UK’s leading sharetech platform for share schemes and business admin.
Our regulated platform makes light work of all of the most popular and tax-efficient share scheme types, empowering businesses to attract and retain their talent. Our powerful software also helps investors, and helps founders seeking investment.
Vestd was founded by Ifty Nasir, who lives and breathes our mission. Vestd’s big moonshot aim is to see one billion people worldwide invested in the companies they work hard to grow by 2030. We are all about inclusion and fairness for our customers and our team.
If you’d like to learn more about Vestd, check out this short video from our founder, Ifty.

WHY WORK AT VESTD?

Vestd is a great place to work. Don’t just take our word for it - take a look at the award-winning suite of benefits that you can look forward to as one of our folk:

• This job is fully remote, although attendance is required twice yearly at our in-person get-togethers
• A flexible environment to help you achieve the best work/life balance
• Equity, of course! (After the qualifying period)
• Monthly recognition scheme, where we celebrate our folk
• Support with home working equipment
• A personal training and development budget to keep your career and professional growth on track
• Private medical insurance with Aviva (after the qualifying period)
• Team retreats are held twice a year. They can include an overnight stay and focus on fun and team cohesion
• Great team ethos, connect through regular team and company socials.
• 25 days annual leave plus one extra day per year of service (up to five days)
• Employer contribution pension scheme (after the qualifying period)

We’re looking for somebody with initiative who can focus on the business and their personal growth path. This is a great time to join our team, and it would be a superb role for the right person.

ROLE: CUSTOMER SUCCESS ASSOCIATE

Team: SME A
Location: Remote working (UK based)
Salary: Up to £34,000 per annum depending on experience, plus equity
Hours: Full-Time

THE ROLE

We have decided to align the organisation on a more customer centric basis. To that end, this role is designed to optimise our acquisition and retention of customers in our core SME space. You’ll be working with SMEs, helping founders put in place share schemes for their teams, and helping to solve all their various equity related challenges.
This is an opportunity to work with customers in our core SME area of the business and drive proactive ownership of the customer, establish long-term relationships and drive added value for the customer, subsequently improving customer retention.
We are looking for individuals who are not only passionate about our mission but also comfortable and confident using cutting-edge technologies and tools to streamline processes, drive innovation, and contribute to the growth of Vestd.

THE PRIMARY RESPONSIBILITIES OF THIS ROLE

We cannot provide an exhaustive list of duties; additional duties will arise, but the following will be core elements of this role:

• Supporting the customer to set up initial scheme and then providing ongoing support throughout the customer life cycle
• Providing a best in class customer success experience.
• Representing the interests of customers to develop and enhance the product continually.
• Building customer loyalty and reducing churn.
• Proactively keeping customers engaged and growing MRR via upgrades and referrals.
• Responding to customer queries promptly.
• Developing specialist knowledge within the segment and taking ownership of specific areas
• Continuously iterating processes to improve the customer experience.

ESSENTIAL ELEMENTS FOR THIS ROLE

These are the skills and qualifications we consider essential for this role:

• Minimum 3 years experience in a commercial environment
• Minimum 1 year in a customer relationship management and development role in a complex B2B environment
• Minimum 1 year in a SaaS business
• Attention to detail
• Customer relationship building skills
• Can-do attitude and desire to learn
• Work collaboratively with team members from different departments (sales, product, marketing)
• Interest in making the platform more intuitive and self-serve
• Excellent written and verbal communication skills
• You must be comfortable with working in a fully remote environment