Did you know that 1 in 5 learners in the UK leaves education with no basic qualifications?
Cognassist is a unique EdTech startup who’s set out on a mission to solve exactly this problem. By building a cloud-based platform that empowers the UK’s leading enterprises and education providers to easily identify and support learners with additional needs, Cognassist helps every learner reach their full potential.
Rebecca Fenlon has recently started as the Head of Customer Success at Cognassist, a role that she’s been matched with via Kandidate. Read on to learn about Rebecca’s experience at one of the UK’s most exciting EdTech startups.
Kandidate: Tell us about your new role at Cognassist
My role is Head of Customer Success – as it says on the tin, my role is all around ensuring our clients are successful in using the platform. Customer focus is a big value for me, and I’m lucky enough to have a team of Customer Success Managers who feel the exact same way. However, it becomes even more important when our software makes a demonstrable difference in people’s lives. Our mission is to ensure no learner is left behind; helping every learner reach their full potential is a great reason to get up every morning!
K: What was your experience of starting at Cognassist?
It’s an exciting time to have joined Cognassist. There has been a huge amount of growth in the wider team, and we’re all working together to enable us to scale massively. We’re spread out all over the country, so we’re used to having to work remotely. However, starting a new role in the midst of 2020 has been a very different experience, and I’m very much looking forward to meeting the team in person when we can!
K: What’s the most interesting thing you’ve worked on so far?
We’re preparing to scale substantially, and doing so requires the implementation of new processes and efficiencies which is always exciting. I love getting into the detail, so this has given me a great excuse to get stuck in very early on.
K: How does your typical day look like?
My typical day involves a lot of calls – necessary when we (including clients!) are all working remotely. Ambidexterity – being able to balance day-to-day operations and client commitments, whilst allowing time for innovation and evolution – is key. We’ve got quite a few balls in the air at the moment, so maintaining progress on all of them at once is a challenge, but rewarding at the same time. No day is alike, and each one is an enjoyable challenge.
K: How did the recruitment process look like?
Giorgio (Kandidate Talent Partner) spent a lot of time understanding exactly what I was looking for in a role, so I knew when he put me forward that it would be a good match. It ultimately moved quite quickly – first round with our CRO, Matthew, and second round with Matthew, and our CEO, Chris. Both rounds were more of an enjoyable discussion, rather than an interview. I think that’s when you know it’s gone well, from both the candidate and the Hiring Manager perspective. And now we’re hiring for another Customer Success Manager in my team, and it’s a great experience working with Giorgio again, this time from the other end of the process as the Hiring Manager.
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