About the Role - WOW our customers
We are looking for a proactive and customer-focused Customer Success Executive to join our growing team.
This is a varied role that combines customer relationship management, sales support, account administration and operations. You will play a key role in ensuring customers receive an exceptional experience throughout their journey, whilst identifying opportunities to grow existing accounts and generate new business opportunities.
Working closely with the Client Director, you will act as a trusted point of contact for customers, helping them achieve successful outcomes whilst supporting the continued growth of the business.
Key Responsibilities
Customer Success & Account Management
- Build and maintain strong relationships with existing customers.
- Act as a primary point of contact for customer enquiries and support requests.
- Provide customers with product, service and after-sales information.
- Resolve customer issues relating to orders, deliveries, returns and product quality.
- Process credits, returns and replacement requests where required.
- Ensure customer records are maintained accurately within the CRM system.
- Identify opportunities to improve customer satisfaction and retention.
Sales Support & Business Development
- Develop new sales opportunities through outbound emails, calls and lead follow-up activity.
- Engage with prospective customers to understand their requirements and identify suitable solutions.
- Prepare quotations and proactively follow up opportunities.
- Support upselling and cross-selling initiatives across existing customer accounts.
- Follow up with customers regarding new products, services and promotions.
- Maintain an up-to-date understanding of products, services and competitor activity.
Administration & Reporting
- Process customer orders accurately and efficiently.
- Monitor customer orders and investigate delivery issues where necessary.
- Perform data entry and maintain accurate sales and customer records.
- Track sales activity and support reporting on key business metrics.
- Escalate complex customer issues to the Client Director where appropriate.
Ideal Candidate Profile
Essential Requirements
- Previous experience in a customer service, customer success, account management or sales support role.
- Excellent verbal and written communication skills.
- Strong organisational and administrative abilities.
- Confident using CRM systems and Microsoft Office applications.
- Comfortable communicating with customers by phone, email and video call.
- Ability to manage multiple priorities in a fast‑paced environment.
- High attention to detail and accuracy.
Desirable Requirements
- Experience within a B2B sales environment.
- Experience preparing quotations and following up commercial opportunities.
- Experience supporting customer accounts and generating repeat business.
- Experience working within manufacturing, print, engineering or technical industries.
Personal Attributes
- Friendly, professional and customer-focused.
- Proactive and self‑motivated.
- Commercially aware with a growth mindset.
- Strong problem‑solving skills.
- Positive team player with a willingness to learn.
- Able to build trust and credibility with customers.
What We Offer
- Competitive salary of £30,000 per annum.
- Ongoing training and development opportunities.
- Clear opportunities for career progression as the business continues to grow.
- A supportive and collaborative working environment.
- The opportunity to make a direct impact on customer satisfaction and business growth.
- Exposure to a broad range of customers, projects and commercial activities.
Why Join IPW1?
This is an excellent opportunity for someone who enjoys building relationships, solving problems and contributing to business growth. You will have the chance to develop your skills across customer success, account management and business development whilst playing an important role in shaping the customer experience and future success of the company.
