Junior Customer success analyst

⚠️ Are you struggling to read this job ad? Please reach out! We encourage applicants of all flavours to apply, and wouldn't want you to be discouraged by a big block of text! ⚠️

⚠️ This is one of the three technical roles we are currently recruiting for, if you have an interest in a combination of the three, please let us know (more information in the "job description" section.) ⚠️

Role overview:
We're looking for an enthusiastic UX researcher / customer success manager / business analyst to join our team. You'll be the first point of contact for our customers. Talking to you will not cost them any money, and your focus will be to make sure they get the most out of our products and our products stay relevant to them. You key responsibility will be understanding our customer's requirements, and representing them within our business. You'll be an intrinsic part of the product team, and as this is

not

a full-time role, you'll have the opportunity to take one other responsibilities. Your involvement in the product release cycle or customer management cycle can increase through this role, depending on your interest.

Company overview:
We solve problems for other businesses, with technology and by sharing the way we work. Because we're spending the majority of our week at work, we find it super important to make sure that we feel good at work, and ideally enjoy what we're doing. To achieve this, here are some of the things we've put in place:

We don't care when or where you work as long as you get your work done, and you attend meetings
Planning of workload always happens collaboratively (Agile)
Everyone can change the way we work (Tensions)
We have a clear, flat, organisational chart (Holacracy)
We regularly look together at how to help you grow within the organisation (GROW model)
We regularly schedule time in to relax and have fun together online and in person - we play games (board-, video-, and roleplaying games) together or engage in serious "bullsh*t conversations".
We accept everyone how they are, as a human

It's hard to describe the benefits of working at IQM without sounding cliché, but we have integrated in the recruitment process, so you will be able to experience it yourself before you make a decision to join us or not.

Location:
Remote working, anywhere with a time zone no more than 2 hours difference from the UK in a country that has a similar regulatory framework to the UK (for example countries within the EU.)

Wage:
£23,000 per year

Main Responsibilities
Responding to customer requests about new features.
Conducting regular meetings with our clients to understand their business and adoption of the product.
Writing up clear user stories based on customer input.
Managing the product backlog.
Planning in product release content together with customers and developers.
Running relevant product release meetings with customers.

Key technical Requirements
Excellent customer communication skills.
Some experience with agile project management - user stories.
Good interview skills (human-centric design, design thinking or other.)
Excellent presentation/explanation skills.

Key personal Requirements
Very

clear online communication
Because we're a fully remote business, you need to be able to ask for help, explain an problem, explain your understanding of an issue etc. We don't write long documents about anything, but we do use instant messaging and voice chat (Slack, Discord). We work in English, so we require full professional English proficiency.
Tolerance
We promise to accept you how you are, if you accept how we are. We think it's important to be able to joke about anything, but only as long as everyone feels safe, respected and accepted.
Independence
A lot of what we do requires problem solving and learning new skills. Because of this, it's very important that everyone on our team can independently solve problems in a non-destructive way (within the scope of their role). We want to see curiosity and problem solving skills early on. Of course, we also want you to ask for help when you need it, and those conversations should help you increase your own problem solving toolkit for the future.
Diligence
Everybody is responsible to keep their part of our work management tool up to date. We've done our best to make it as simple and useful as possible, and it's something everyone

has

to do so we can run the business (ClickUp)

Desirable
Technical writing experience.
Some experience with Web technologies (e.g. HTML, CSS, JavaScript).
Some knowledge of C# and .NET framework.
Prototyping frameworks (Figma)

The recruitment process
In order to be fair on all applicants, we process everyone at the same time. That means sometimes you might wait a little longer for a response, but that's just because we're waiting for another candidate to be able to compare.
Once you submit your application:

Pre-filter phase
We filter CV's on minimum requirements.
Filter phase
You get a number of open questions from us to answer which replace a cover letter (we're not hiring you to be a copywriter).
Interview phase
We do an evaluation of the relevant technical and human skills we require for the main role you're applying for. This could be an online technical test or a group workshop with other candidates.
We have an interview with at least 2 team members to dig a bit deeper.
You have a relaxed gaming session with a few of the team members, and get to ask your questions to them.
Selection phase
You get an offer from us and we sign the contract.
Probation phase
After 6 months, your permanent employment will be confirmed.

Our selection criteria:
We find "human" skills more important than technical skills. Most technical skills can be learned, but it's much harder to teach someone how to learn.
Because we're a fully remote business, clear communication is even more important, so we will pay close attention to this.
We're aware that a hiring process can be stressful, and we do our best to mitigate that and take it into account in our decision.
Ultimately, the most important thing is that we get the feeling that we will be able to trust you to work independently. The application of your technical skills will only be visible once you get to apply them in the business.

Not happy with the job description? Missing something?
Within IQM, we want to encourage autonomy and creativity as much as possible. This means, giving you the space to make decisions within your "domain". Those "domains" are defined for each role, and you'll often find that people within the organisation hold multiple roles.
If we ever need to update, add or remove roles, anyone in the organisation can trigger that process! This way we make sure they actually stay relevant.
This approach is also reflected in the recruitment process. We are fully aware that no person within the organisation will be a "software developer" 24/7. So, we are also interested in other skills and interests you bring to the table. Many gaps we currently have in the team don't have to be filled by a full-time "role". This means that if you apply for that role, we will explore together what other roles you could take on as well to get you to a full-time workload.

See our other open roles here:
https://doc.clickup.com/2653726/d/h/2gzgy-15915/9842506216375bc