Business Support Analyst - Customer Success

Descripción del puesto

Job title: Business Support Analyst Department: Customer Success Location: London (Hybrid — min. 3 days in office) ABOUT XYZ REALITY ────────────────────────────── 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 ────────────────────────────── 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 ─────