Customer Success Associate

Job description

**About Dedale:** Dedale is the differentiating source of strategic intelligence in the technology space. With a unique team of over 100 full-time research analysts & planners, Dedale leverages a network of over 10 000 market professionals to deliver on the ground strategic intelligence to investors and corporates, with a core focus around North America and Europe. Our team gathers top talents with diverse and international backgrounds. Our Research & Investment team has the strongest expertise in the ecosystem on B2B Software due diligence, and we are surrounded by a network of mentors including high-profile tech founders and investors. **Our Culture:** Dedale gathers a group of highly talented international individuals (incl. US, Chinese, Filipino, French, Moroccan, Latvian, Lebanese nationalities among others). The leadership team is composed of experienced investment professionals & management consultants (ex-McKinsey, BCG consultants & managers). Our advisory board is extremely high profile, including some of the most successful investors worldwide (incl. Managing Partners of the largest PE and Growth Equity funds, and Tech unicorn entrepreneurs). We seek to develop a dream team of outstanding Customer Success with strong academic and professional achievements and a passion for investing and technology. **Your Responsibility:** As a Customer Success Associate, your main responsibility is to engage our clients through the content of our platform, Lighthouse. This would entail covering the responsibilities below: - Monitoring and analyzing how clients are using our platform, including content access and engagement metrics. - Identify trends and behaviors in client activity and create personalized content recommendations that align with their interests and needs. - Actively communicate to clients and keep them informed about new content releases platform updates, features, and events through emails or newsletter, ensuring they remain engaged. - Coordinate with various internal stakeholders to address client inquiries and concerns, ensuring timely and effective resolution. - Address and resolve any platform-related issues to maintain a positive client experience and satisfaction. - Share insights and feedback with internal teams to support ongoing improvements in content offerings and client interactions. **Your Qualifications:** The ideal candidate will possess the following qualifications: - At least 3-5 years of experience in roles involving client correspondence, internal stakeholder coordination, project management, and the like. - Excellent communication skills in English, both verbal and written - Experience in content writing and newsletter writing, with the ability to craft compelling and engaging content is a plus - Strong interpersonal skills to build and maintain relationships with clients; capacity to interact with high-level executives and seasoned investors - Excellent problem-solving mindset with a proactive, customer-centric approach and the ability to think critically - Great attention to detail with the capacity to analyze client interactions and behaviors - Proficiency in CRM software (Hubspot is a plus) and other relevant tools - Proficiency in Airtable is a plus - Ability to work independently and collaboratively in a fast-paced environment **Earnings and Benefits:** - Competitive Base Salary + Non-Taxable Allowances - Annual Performance-Based Bonus - Paid Time Off + Government-Mandated Benefits - Flexible/Hybrid Work Setup - HMO Coverage (after regularization) - 13th Month pay **Cherry on the Cake!** - You would like to work in a start-up environment - You are passionate about technology and investing **Process:** - Introduction Call with HR Recruitment team - Pre-case interview with a member of the leadership team - Take home test in line with Debrief - Pre-final interview with Research Director - Final interview with CEO