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About the Role

This role exists to support the Customer Success team by owning the operational backbone, allowing CSMs to focus on customers. The Business Support Analyst will handle portal and platform onboarding, meeting coordination, reporting administration, and the day-to-day operational load.

Responsibilities

• Own end-to-end registration and onboarding of XYZ into customer platforms, portals, and vendor management systems.
• 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.
• Schedule and coordinate customer meetings, QBRs, onboarding sessions, and internal syncs.
• Manage logistics for on-site visits and prepare itineraries and briefing materials.
• Support the preparation of customer-facing reports, health dashboards, and success review materials.
• Act as first point of contact for CSM operational needs: CRM hygiene, document formatting, action log tracking, and coordination with Product, Engineering, and Finance.
• Identify recurring operational bottlenecks across the CS function and propose process improvements.

Requirements

• 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.
• Demonstrated experience managing customer or vendor portal registrations and compliance documentation.
• Strong working knowledge of Salesforce or a comparable CRM (data entry, basic reporting, account and contact hygiene).
• Right to work in the UK without sponsorship.

Skills

• Excellent written and verbal communication
• High attention to detail and strong follow-through
• 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

Location

• London

Work Type

• Hybrid

Experience Level

• 2+ years

Benefits

• 25 days annual leave + public holidays
• Private healthcare with Vitality
• Christmas shutdown days on top of leave allowance
• 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

About the Company

• XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose built for the construction industry.
• 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.