Customer Specialist – Customer Success, Early Careers

Job Description

Graduate Customer Success – Austin, TX | Blenheim Chalcot

The Tone:
This is a full-time role at Fospha, a Blenheim Chalcot company, located in Austin, TX. Fospha is dedicated to creating a powerful measurement solution for online retail, helping businesses make informed decisions with full-funnel marketing insights, forecasting, and optimization. This Graduate Customer Success role is crucial for delivering an excellent experience to Fospha’s customers, ensuring they derive maximum value and trust in the platform.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Austin, TX
• Team: Customer Teams, part of the Centre of Excellence early-careers programme
• Mission: Ensure customer success, retention, and time-to-value by becoming a trusted expert in data quality, insights, and model accuracy for leading online retail brands.
• Tech Stack: Gen AI hub

What You’ll Actually Do
• Expert: Become a trusted expert in customer accounts, understanding the insight, model, and data quality that drive them.
• Drive Outcomes: Drive action based on insights, build trust in the model, and ensure confidence in data quality, contributing directly to customer retention alongside the Account Manager.
• Problem Solve: Develop deep expertise to solve real customer problems by translating data into clear recommendations, building trust in methodology, and maintaining data accuracy.
• Onboard Customers: Play a key role in onboarding new customers, establishing integrations, initial insights, and early trust to achieve time-to-value targets.
• Mitigate Risks: Identify and proactively address risks in your area, such as stalled adoption, data issues, or model pushback, before they negatively impact customer relationships.
• Collaborate: Confidently engage in customer-facing interactions, building credibility with both technical and non-technical stakeholders while collaborating with Account Managers and other specialist teams, feeding insights back to Product.

The Must-Haves
• Background: Bachelor’s degree in any discipline; this is an early-career role focusing on potential.
• Experience: No prior experience in startups or tech-related degrees is required. The program values potential and curiosity over specific prior roles.
• Skills: Curiosity to understand ‘why’ and explore better approaches; ability to work hard independently and collaboratively; flexible mindset to adapt to ambiguous, evolving environments; willingness to learn and embrace new challenges; candour in feedback with care; confidence in customer-facing interactions with technical and non-technical stakeholders.
• Bonus: Enthusiasm for the opportunities brought by Generative AI and a desire to build AI-fluent ways of working; interest in the impact of digitalization on industries.