We're the customer success team! πWE EDUCATE, TRAIN AND ADVISE OUR CUSTOMERS TO ENSURE THEY GET THE MOST VALUE OUT OF THE CAPDESK PLATFORM AS POSSIBLE.
We are:
ππ½ Proactive: we don't sit back and wait for things to come our way, we are always one step ahead of our customers.
π£οΈ The voice of customers: we make sure decisions are made based on fact, not assumptions.
π€ Collaborative: we act as active partners to our customers (and other internal teams).
π’ Iterative: CS isn't a 'one size fits all' approach, we're constantly learning and improving our processes and offerings.
π° Revenue drivers: we ensure a great LTV and work strategically to grow our revenue base of customers.
HOW WE WORK
We work very closely together as a wider CS team. Weekly catch-ups on a Monday morning, and Tuesday - Thurs afternoons ensure we are all aligned and available to support each other.
Onboarding
The onboarding team is the first point of contact for customers post-sale and is responsible for delivering our best-in-class onboarding experience.
Once the customer is onboarded, there will be a handover to the customer management and support teams.
Customer Management
The customer management team is responsible for developing customer relationships that promote retention and loyalty.
Support
The support team is responsible for the day to day handling of all incoming customer queries. This includes queries from the paying customers, investors and employees.
Career progression in the CS team
Within CS there are always plenty of opportunities to progress within the wider team, whether your interest is in onboarding, support or customer success.
For example, India joined in November 2020 as an Onboarding Analyst but moved across to a Customer Success Executive role in August 2021.
We like to focus on an individual's key strengths and interests by providing opportunities to get involved in company-wide projects that build on these, who knows where they make take you! Sindy was the first-ever Onboarding Analyst at Capdesk and within a year was heading up the department!
CS team fun facts:
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π One of us hates peas and watermelon (not together) whilst another is allergic to sweetcorn!
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π We are big sports fans; football, cricket and basketball are favourites for one of the teams.
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πΉπ One team member has taught English in Thailand for 4 months.
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π₯ One's claim to fame is as an extra in Doctor Who whilst another is on the front page of Croatian news!
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π Food is something we are all passionate about, join in the debate on aubergines in lasagne...
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π We are all based in the UK but have origins across the world; South Africa, India & Romania to name a few!
The CS team in numbers
Gender ratio %
Where we are based %
