Meet Acre's Customer Success Team
For any new platform to succeed, you need a strong team behind it. At Acre, we’re proud to have a hard-working group building and designing the system. But the real unsung heroes are our Customer Success team.
Their purpose is to onboard, guide, lead training and generally be on hand for our users throughout their time with Acre. The support and training our Customer Success team gives ensures our customers are loyal and getting the most out of the platform.
We caught up with the team to learn more about their roles. If you’re interested in joining, there are a few Customer Success roles live.
Meet the Customer Success team:
Kenza – Head of Customer Success
Nikki – Customer Success Associate
Richard - Customer Success Associate
Fatma – Customer Success Assistant
Darrell – Customer Success Assistant
What attracted you to Acre’s Customer Success team?
I wanted to be a part of a growing start-up with a great product. Acre sounded like an interesting place to work with lots of opportunity to grow as part of a new team.
I’ve always wanted to take the leap into the start-up world and what better way to do it? With my years of property experience, the transition just made sense. The interview stage where I got to meet the team was the biggest attraction for me. They were knowledgeable, friendly and easy to talk to.
I'm interested in property and tech, so Acre caught my attention. The range of responsibilities coupled with the growth of the company presented looked ideal!
For me it’s the challenge of being part of a team who shapes the experience of brokers. And the opportunity to be within a company that has ambitious, but achievable goals.
What does a typical day look like for you?
No day is quite the same, this role definitely keeps you on your feet! I’ll either be handling support, onboarding new firms, on training webinars or writing training content.
Like Nikki said no day is the same as the next! Some days are quiet and you can just get on with admin tasks and some days you are inundated with questions.
There’s lots of cross-department meetings and external webinars that we present to our users. I shadow senior team members' work as an example to model my own work on, and have regular touchpoints with the rest of the team to check-in.
What do you like most about your role?
Definitely the client interaction. It’s nice to see the clients benefit from our training and resolve their issues, but it’s also great to just have conversations with brokers.
I love being able to interact with people and help them with their needs!
What I like most about my role is the breadth of responsibility, there’s daily variation and broad ongoing skill development.
Talking to brokers and understanding their issues.
Do you work closely with other teams in Acre?
We do! We work a lot with Product and Business Development. But we touch most teams too - QA, Delivery and UX/Design, as close coordination is actually critical to ensure that we achieve the best outcomes for our clients.
Yes! A big part of our role is working with other teams. We work with product closely on broker feedback, escalating issues and upcoming releases. We have a great relationship with the Business Development team for onboarding and activating clients. The design team are also great with helping us with content. Everyone in the firm interlinks somehow or another which is nice!
Is your voice heard in the business?
The combination of our ideas and feedback from brokers definitely gets heard within Acre! The platform is built for brokers, and as we have the most communication with brokers and we regularly express what could be improved or developed. We also do regular releases and I’ve definitely seen brokers feedback actioned.
I can see changes being made daily and can see Acre listens to the client's needs.
I feel that our voices are heard within the business due to the experience we each have, and the way we understand the issues around the feedback we are given.
What do you think about the training you had when you first joined Acre?
The training I had was tailored to me, which was so great. Now I help tailor training for other new members!
As a new joiner I've found the training to be very practical - doing it as you learn. The pace is manageable, but with the right amount of challenge. There’s a great mix of independent learning and learning from the team!
The training was tailored to me. The training plans were looked into by the whole team and adjusted where necessary, to fit my learning style. The team were also a phone call away when needed. The webinars helped me learn the CRM quickly and everyone was really friendly when I asked a million questions!
What are the different ways you support brokers?
We primarily answer questions and escalate any issues. We have onboarding calls and catch-up calls to ensure there is ongoing support for our brokers. We do weekly webinars to go over the basics, more complex scenarios and also new features we may have. We also create training content such as articles and videos.
I generally assist with support tickets. But overall, the team helps brokers with every step of their Acre journey. From onboarding to weekly webinars, day-to-day support and notifications of new releases within Acre.
The way we support brokers is varied - we are mainly there to assist if they have issues or find bugs. But we also have weekly webinars on different subjects. We help them with their initial onboarding and check with them to ensure they are getting the best out of Acre.
Any advice for someone who’s looking to join Acre?
If you’re looking to deliver real change in an industry that’s in deep need of disruption, then this is the right place for you. It will be challenging but fun, interesting and rewarding. Acre is a fantastic place to learn and grow. All voices are heard and diversity of backgrounds is encouraged as it builds stronger teams. So please apply even if you don’t have prior financial services experience. As long as you’re hungry and eager to learn, there will be a place for you here.
Don’t be afraid to get stuck in! With a platform that is always developing and improving you will never know everything. Just don’t be afraid to be hands on and take in as much as you can!
Do it! Working for a start-up definitely has its perks. Being a part of a “family” and being involved in a business’ growth is very special. The Acre family are amazing, friendly and equally hardworking!
If you want to be part of an ambitious team with personable culture, have a voice and have an interest in fintech, then Acre is the right place for you. It's a great time to join!
To be open and willing to engage. And to never be scared to say if you feel we can improve in an area!
Does this sound up your street?
We’ve got a lot of Customer Success roles live at the moment and we’d love to hear from you: