Executive Assistant

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

ABOUT XYZ REALITY

XYZ Reality are the creators of the worlds 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 XYZs 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 worlds 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. It 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 CSMs portfolio well enough to anticipate whats needed before its asked and building the kind of trust that lets a CSM hand something off and not think about it again.

KEY RESPONSIBILITIES

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

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

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 CSMs needs and build the kind of operational trust that frees them up to focus on customers.

BENEFITS

25 days annual leave public holidays

Private healthcare with Vitality

Christmas shutdown days on top of leave allowance (24 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

Required Experience:

IC