About us
Founded during the pandemic, Lightning Reach is an award-winning tech for good startup that streamlines access to financial support, making a real difference amidst the cost of living crisis. Our one-stop portal enables people in financial need to find and apply for multiple sources of support quickly and easily online, in one place - while using innovative technology (e.g. open banking and ID verification) to streamline administration and outreach for organisations which can help.
We’re impact-driven, revenue generating and work with leading partners such as Lambeth Council, the Royal British Legion and TSB. Since our portal launched 2 years ago, we’ve already reached over 150,000 people and facilitated over £17m in funding to individuals in need. We’ve won awards including the Tech Nation Rising Stars 4.0 Diversity & Inclusion Leading the Way Award, been featured in The Guardian and are backed by Techstars, Innovate UK and Nesta.
About the Role
A hands-on role supporting our customers while building your future in customer success. As our second customer success hire you will be a critical part of our journey to grow our customer relationships and reputation, deliver value to our customers and generate real impact.
Responsibilities
Onboarding: Support the onboarding process for new customers; completing platform setup, supporting the customers’ process implementation, ensuring contract/procurement requirements are complete, leading product demonstrations.
Training: Leading training sessions to ensure effective implementation of Lightning Reach within our customer organisations and rolling our new features.
Customer operations: Maintaining the configuration settings based on customer needs, working with the marketing team to fulfil customer marketing requests and enabling case studies for our customers.
Customer content: Creating reports and presentations for the Customer Success Manager
Customer support: Handle concerns and resolve issues, ensuring the highest level of customer service
Requirements
Experience: Previous experience in B2B customer success or account manager role
Top communicator: Strong communication, persuasion and relationship building skills are essential. You must excel in both written and verbal communication, and demonstrate the ability to influence stakeholders at all levels of an organisation.
Curious and empathetic: You care really deeply about those you work with and have a genuine curiosity about people, technology, and business, with excellent listening skills and a knack for understanding customer needs.
Focused & process-oriented: You can drive processes and strategies to achieve maximum results. A detail-oriented and organised mindset with the ability to manage multiple relationships, coupled with effective time management skills, is crucial.
Collaborative problem solver: As part of a cross-functional team, you are proactive and love to work with other team members to tackle challenges and identify practical solutions.
Quick learner: You are comfortable with ramping up on new industries and technology, learning autonomously and open to feedback and continuous self-improvement.
Results driven: You should have a proven track record of achieving ambitious goals, delivering results for customers and thrive in taking on new challenges.
Adaptable: Comfort with change and ability to work effectively in dynamic, ambiguous environments is important.
Impact driven: You should be excited by the opportunity to make a meaningful impact on the world and enjoy working with a diverse range of people.
Nice to have
Software: Understanding of HubSpot is a plus.
Sector experience: Ideally, you will have experience working with councils, housing associations, grantmaking charities or vulnerability teams of larger corporations (e.g. utilities, financial services), or familiarity with the financial inclusion sector
Product experience: Some understanding or experience with product development, particularly B2B technology products, is a plus
Lived experience: Applicants with personal experience of financial hardship, or have received support from charitable organisations are strongly encouraged to apply
Diversity: We believe that diversity brings strength and fosters innovation, and are seeking candidates from a range of backgrounds, including gender identity, race, ethnicity, nationality, religion, sexuality, disability.