At a Glance
- Tasks: Support customers and manage termination processes to enhance their experience.
- Company: Join a dynamic team focused on customer success and satisfaction.
- Benefits: Gain valuable experience, develop skills, and enjoy a supportive work environment.
- Other info: Opportunity to learn and grow in a fast-paced, collaborative setting.
- Why this job: Make a real difference in customer relationships and contribute to business growth.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 25000 - 35000 £ per year.
Our aim is to strengthen the relationship that we have with the customer, whilst ensuring that they continually recognise the benefit of the Total Care proposition. Through a mixture of proactive, reactive and preventative methods, we strive to reduce churn and maximise our revenue potential, in line with the wider business objectives.
Working with both the existing Customer Success team and wider JLA functions to reduce churn and increase customer lifetime value. Customer Success Support are the foundation of the team; taking ownership of a complex departmental process, which enables the broader team to succeed.
Key tasks- Termination Workload Management: Managing a large workload of termination tasks for both Total Care and SCONs, in line with the agreed process set by Customer Success. Maintaining high standards, attention to detail and consistency across all tasks. Approaching complex collection cases with ingenuity, to ensure that all JLA Total Care assets are accounted for. Working with and managing terminations for accounts that are currently with the Legal Recoveries Department. Taking ownership, by acting as the key point of contact in relation to ongoing termination queries. Liaising with customers, colleagues and 3rd party stakeholders where necessary, to deliver a seamless customer journey.
- Process Management: Reporting on the progress status and key outcomes of any process owned by Customer Success Support. Demonstrating the relevant business benefit of any positive outcomes to reinforce the effectiveness of our processes. Regularly reviewing current processes; offering input on how best to continually improve the way in which we work. Educating others on CS processes whilst emphasising the importance cross-functionally.
Essential (attributes required for candidate to be considered)
- Excellent Communication Skills
- Ability to work as part of a team
- Understanding of Customer Success processes
- Attention to detail
- Decision making skills
- Problem solving skills
- Organisational skills
- Knowledge of all Microsoft office applications
- Knowledge of Pivotal, SMART and IFS
- Possess a strong understanding of our products, our competition in the industry and positioning
- Strong analytical skills
- Understanding of broader JLA processes
Experience (what you have done)
- Previous experience of working in a fast paced B2B sales environment
- Experience of working in a demanding customer facing role
Qualifications
Ability to demonstrate, understanding and apply our workplace values in the way you think and act. Own the challenge Be a partner.
Customer Success Support in London employer: JLA Limited
JLA is an exceptional employer that prioritises the well-being and growth of its employees, offering a comprehensive benefits package including health support, financial guidance, and a commitment to work-life balance with 25 days of annual leave. Located in Manchester/Ripponden, our vibrant work culture fosters collaboration and recognition, ensuring that as a Machines Sales Executive, you will be valued for your contributions while having access to career development opportunities and a supportive team environment.
