Associate Customer Success Manager
Phoebe, 25, London
Tags: Office worker, Home worker, Apprenticeships, Customer service, Business Management, 9 – 5, Social life,
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Who do you work for?
Trustpilot, an online customer review website.
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How much are you paid per year?
£40-44.9k
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Do you work full time?
I work full time, five days a week, 9 – 5!
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What GCSEs did you do, and what grades did you get?
5A*s and 6As in Maths, English Literature, English Language, Triple Science, French, German, Geography, Food Tech and RE
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If you did A-levels, what subjects did you take?
Geography, Sociology and RE
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Are your A-levels relevant to your job now?
No.
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What has your career path been after leaving school?
I did a Degree Apprenticeship at Pearson, so I worked four days a week in their Marketing Team and I studied towards a Business Management Degree one day a week.
18-21 Degree Apprenticeship (work & study) straight from school
21-23 Customer Success Manager (work) at Turtl, a start up
23-now Associate Customer Success Manager at Trustpilot -
Did you go to university? If so, what did you study?
Yes, Business Management at the University of Kent
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Work experience?
I had part time jobs before I finished school, such as being a waitress and a tennis coach at the local club
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What does a typical day in your job look like?
Usually one internal meeting per day and two client meetings, in between I work on the commercial details around renewing customers, understand how they can better optimise the features within their account and complete different Admin tasks.
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How many extra hours of work do you usually do at home?
2 hours
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Do you have to work in the evening or at weekends?
Not usually.
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What environment do you work in?
In an office or from home.
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How many days are you in the office per week?
Two days per week.
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Do you ever travel abroad for your job?
Sadly not 🙁
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Has AI changed your job?
AI has helped my job, it summarises calls which saves us a lot of time and improves the way we write our emails.
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Out of 10, how much do you enjoy your job?
8
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Out of 10, how interesting is your job?
8
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Out of 10, how good is the social life at work?
10
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What are the best things about your job?
The people is the number one, I’ve made lots of friends and enjoy going into the office as it’s such a social place to be. Plus the experience I am gaining every day by working with customers in a commercial environment.
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What are the most challenging things about your job or career?
About the career in general, it’s a case of knowing that it’s every man for themselves, you have to be willing to stand up for what you deserve, whether that be reducing the workload or increasing the pay, at school you’re used to having people look out for you but at work you’re an independent who has to fight for themselves — it’s less scary than it sounds though!
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Does your job suit introverts, extraverts or both?
Being in a commercial environment, it’s better for extroverts as it naturally suits the personality but it doesn’t mean that an introvert couldn’t do the role.
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Is there good career progression?
Yes
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Where do you see yourself in five years time?
In a managerial position.
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What careers advice would you give your 16-year-old self?
You don’t need to know what you want to do! Just work hard to get the grades under your belt and life will work itself out – jobs in your career have a funny way of finding you!
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What is the skill you need now you wish you could have learnt at school?
The ability to have difficult conversations and be comfortable with being uncomfortable.
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What advice would you give to someone who wants to do your job?
Work hard, don’t be afraid to put yourself out there to build relationships with your customers.
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What do you like doing in your spare time?
See friends for dinner and drinks etc
Exercise (I run and I’m a Reformer Pilates instructor)