Customer Success Associate

Company mission

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground. 

About the role

We are looking for a Customer Success Associate in the Customer Success Team who will be responsible and accountable to support Account Managers for client growth, retention, and profitability of our client portfolio. In addition to acting as the commercial client champion, you will also have the opportunity to collaborate with Relay teams on jointly delivering on key KPIs of sustainable, profitable client growth.

As the Customer Success Associate at Relay, you can expect to:

• Collaborate closely and actively support Account Managers in their everyday tasks to contribute to the success and growth of Relay’s largest accounts

• Serve as a key point of contact for and develop positive relationships with Relay’s clients 

• Prepare regular business reviews with senior-level client contacts and gather impactful feedback and insights for continuous improvement

• Closely collaborate with our Operations, Tech, and Data teams to deliver successful performance for Relay’s clients

• Support Account Managers and other members of the Customer Success team on client onboarding, operational improvement and growth initiatives, involving operations and tech teams to jointly and properly set-up client operations

• Support the development and implementation of new processes and best practices for smoother account operations

• Act as first line of support for our Key Accounts, handling various requests from clients as well as from internal teams in a timely and effective manner

• Maintain up-to-date and accurate information about our clients to ensure Relay’s knowledge base is accurate

• Assist Account Managers in driving long-term, sustainable growth in Relay’s client portfolio while maintaining customer satisfaction at all times

We are looking for candidates who have:

• 3/4 years of experience in customer success/client management that requires high levels of cross-functional collaboration

• Commercially-minded individuals with an eye for detail to identify growth opportunities and optimisations for both Relay and its Key Accounts

• Experienced in working with external client contacts

• Comfortable using Google Slides (PowerPoint) and Google Sheets (Excel) to independently carry out analyses and presentations

• Superb communication mastery, clearly structured in both verbal and written formats

• Excellent prioritisation and organisation skills, highly effective at task management and time management under pressure

• Demonstrate resilience and grit, with an ability to thrive in a fast-paced start-up environment and adapt quickly to changing priorities

• Self-starter and collaborator; there is no task that is too daunting or too challenging for you to take on, in–and sometimes outside of–the customer success function

• You must be comfortable with data analytics; you will not need to build dashboards, but you will frequently be required to interpret data and extract insights to turn them into actions, as well as work with the analytics team on proactively and continuously iterating on data reporting improvements

• Fluency, both written and verbal, in English. Additional languages, especially Mandarin, is a plus.

The qualifications and experiences above act as a loose guide to what we’re looking for. We’d still love to hear from you if you have more or less experience, so long as the core skills can be demonstrated.

Relay is offering:

• 25 days annual leave per year (plus bank holidays).

• Generous equity package.

• Bupa Global: Business Premier Health Plan - Comprehensive global health insurance with direct access to specialists, dental care, mental health support and more.

• Contributory pension scheme.

• Hybrid working

• Free membership of the gym in our co-working space in London.

• Cycle-to-work scheme

• A culture of learning and growth, where you're encouraged to take ownership from day one.

• Plenty of team socials and events - from pottery painting to life-size Monopoly and escape rooms