Business Support Analyst - Customer Success

Job title: Business Support Analyst

Department: Customer Success

Location: London (Hybrid — min. 3 days in office)

ABOUT XYZ REALITY

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XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose built for the construction industry. Not only have we created this holographic technology, that sits within The Atom — a smart, site-safe headset/hardhat — but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with delivery timescales and budgets.

XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects.

THE ROLE

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The Customer Success team is XYZ's frontline for ensuring customers realise the full value of The Atom — from onboarding and deployment through to renewal and expansion. Each CSM manages complex, high-stakes relationships with some of the world's largest hyperscaler and construction organisations, and their time is the most valuable resource in the function. Right now, too much of it is absorbed by administrative tasks — customer portal registrations, scheduling, reporting prep, and coordination work — instead of being on-site with customers and driving adoption.

This role exists to change that. The Business Support Analyst will sit within the Customer Success team in London and own the operational backbone that allows CSMs to focus on customers — handling portal and platform onboarding, meeting coordination, reporting administration, and the day-to-day operational load that would otherwise fall on the team.

This is a hands-on, present role. It requires understanding the rhythm of each CSM's portfolio well enough to anticipate what's needed before it's asked, and building the kind of trust that lets a CSM hand something off and not think about it again.

KEY RESPONSIBILITIES

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• Own end-to-end registration and onboarding of XYZ into customer platforms, portals, and vendor management systems — including documentation gathering, compliance questionnaires, and portal data entry. Track status across all active accounts and flag blockers to the relevant CSM before they impact delivery.

• Maintain a live, accurate repository of standard customer-facing documentation (compliance certificates, insurance docs, company information packs) so re-submission for new accounts or renewals is fast and error-free.

• Schedule and coordinate customer meetings, QBRs, onboarding sessions, and internal syncs across CSM calendars — factoring in customer time zones and site availability. Manage logistics for on-site visits and prepare itineraries and briefing materials in advance.

• Support the preparation of customer-facing reports, health dashboards, and success review materials — pulling together data, formatting outputs, and ensuring CSMs walk into every customer touchpoint fully prepared.

• Act as first point of contact for CSM operational needs: CRM hygiene (Salesforce), document formatting, action log tracking, and coordination with Product, Engineering, and Finance on behalf of the team.

• Identify recurring operational bottlenecks across the CS function and propose process improvements — this role is expected to make the team more efficient over time, not just maintain the status quo.

REQUIRED QUALIFICATIONS

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1. 2+ years in a business support, EA, operations, or administrative role — ideally supporting a Customer Success, Account Management, or client-facing team in a B2B environment.

2. Demonstrated experience managing customer or vendor portal registrations and compliance documentation.

3. Strong working knowledge of Salesforce or a comparable CRM (data entry, basic reporting, account and contact hygiene).

4. Right to work in the UK without sponsorship.

KEY EXPERIENCE & SKILLS

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• Excellent written and verbal communication — comfortable corresponding directly with customer operations and procurement contacts on behalf of the CS team.

• High attention to detail and strong follow-through; this role is the operational safety net for a high-stakes customer function.

• Comfortable working across multiple concurrent priorities in a fast-moving, high-growth environment.

• Familiarity with project coordination or reporting tools (e.g. Notion, Asana, Excel/Google Sheets) and document management.

• Experience supporting teams working with enterprise or hyperscaler customers — desirable.

• A proactive, anticipatory mindset — able to get ahead of a CSM's needs and build the kind of operational trust that frees them up to focus on customers.

BENEFITS

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• 🏝️ 25 days annual leave + public holidays

• 🩺 Private healthcare with Vitality

• 🎄 Christmas shutdown days on top of leave allowance (2–4 per year usually)

• 🚇 Office located within a 5-minute walk from Angel station

• 🏠 Hybrid working

• 🪙 Biannual salary reviews

• 🥳 Summer & Christmas staff parties

• 🍣 Free lunch bought in and after-work gathering/drinks every Thursday in the office

• 💰 Employee referral scheme

• 🚲 Cycle to Work scheme

• 🚀 Make a real-world impact of revolutionising the construction industry