At a Glance
- Tasks: Support customers and manage termination processes to enhance their experience.
- Company: Join a dynamic team at JLA focused on customer success.
- Benefits: Gain valuable experience in a fast-paced environment with growth opportunities.
- Other info: Collaborative culture with a focus on continuous improvement and learning.
- Why this job: Make a real difference in customer relationships and contribute to business success.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 30000 - 40000 £ per year.
Job title Customer Success Support Function Customer Success Location Ripponden Reports to Customer Success Support Lead Responsible for staff N/A About our business 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.
Role overview 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 3 rd 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.
Criteria Essential (attributes required for candidate to be considered) Desirable (attributes can be trained or developed) Knowledge and Skills (what you know and what you can do) 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 Organisations 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 TPBN1_UKTJ
Customer Success Support in Sowerby Bridge 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.
