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For Companies At a Glance
- Tasks: Support clients, deliver training, and enhance customer experience with our Insight platform.
- Company: Dynamic SaaS company focused on client success and innovation.
- Benefits: Competitive pay, hybrid working, and opportunities for professional growth.
- Why this job: Join a passionate team and make a real impact in the aviation industry.
- Qualifications: Customer service experience and strong communication skills required.
- Other info: Exciting role with potential management responsibilities and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
This SaaS company is seeking a strategic, growth-focused Client Success Executive to join its Consulting team, reporting to the Airline Analysis Manager. Depending on experience, the position may also include management responsibilities. The role is divided equally between delivering the analysis that underpins the market-leading credit product and supporting strategic projects for key industry stakeholders.
Job Purpose
Acts as the first point of contact within the company for all Insight clients. Ensures customers fully utilise the Insight platform by providing solutions to any issues encountered. Proactively communicates platform upgrades and new product features, delivering training where required to optimise customer experience, improve retention, and reduce business costs. Conducts regular follow-ups with users to support business development, including upselling additional company services and Insight add-ons. Builds and maintains strong client relationships to support retention and annual renewals. Establishes relationships with new clients, with the objective of selling new subscriptions to additional users.
Duties and Responsibilities
- Supports customer onboarding, training, and lifecycle management, including execution of the Keep-in-Touch (KIT) strategy.
- Serves as the first point of contact for technical support, ad-hoc training, and inbound customer enquiries.
- Ensures continued customer satisfaction by educating users on product functionality and available upgrades.
- Demonstrates empathy and sound judgement when prioritising issues for escalation, helping to minimise customer attrition.
- Contributes to product development and improvement by gathering customer feedback, identifying recurring issues, and collaborating with the product manager to address them.
- Maintains exceptional service standards, consistently going above and beyond to drive customer satisfaction and retention.
- Manages accounts through usage audits and regular customer check-ins.
- Works cross-functionally to support cross-selling initiatives across key accounts.
- Keeps user guides and training materials accurate and up to date.
- Maintains and distributes user statistics and reporting.
- Delivers product training demonstrations to prospective Insight clients.
- Represents the business at aviation conferences and networking events, engaging with and presenting to potential new clients.
- Collaborates closely with marketing to organise subscriber sessions, interactive videos, and marketing collateral.
Skills and Experience
- Demonstrates thorough knowledge of the company’s products and capabilities, or a strong willingness to develop this expertise.
- Possesses strong technical aptitude, with the ability to explain complex concepts in clear, simple terms.
- Exhibits excellent interpersonal and relationship-building skills.
- Brings customer service experience with a highly customer-centric approach.
- Shows a genuine interest in aviation.
- Has familiarity with Salesforce.com, Business Intelligence platforms, and Jira, which is considered advantageous.
- Offers previous experience in a digital or SaaS client service role.
- Delivers high-quality presentations, including online product demonstrations.
- Demonstrates a solid understanding of the sales process.
- Maintains excellent overall IT capability.
- Communicates confidently and professionally with stakeholders at all levels.
- Educated to degree level or equivalent.
- Possesses strong Excel skills and a numerate mindset.
Based in an office-based role in Leatherhead, with hybrid working arrangements.
Customer Success Executive (Leatherhead, Surrey) employer: Live Digital - SaaS Recruitment Agency
Contact Detail:
Live Digital - SaaS Recruitment Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive (Leatherhead, Surrey)
✨Tip Number 1
Get to know the company inside out! Research their products, values, and recent news. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your pitch! Be ready to explain how your skills align with the role of a Customer Success Executive. Think about examples from your past that highlight your customer service experience and relationship-building skills.
✨Tip Number 3
Network like a pro! Attend industry events or webinars where you might meet people from the company. Building connections can give you an edge and help you get your foot in the door.
✨Tip Number 4
Don’t forget to follow up! After any interviews or networking chats, drop a quick thank-you note. It shows your enthusiasm and keeps you fresh in their minds as they make decisions.
We think you need these skills to ace Customer Success Executive (Leatherhead, Surrey)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience and any relevant technical skills, especially if you’ve worked with SaaS products before.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer success and how your background aligns with our needs. Don’t forget to mention your interest in aviation – it’s a big plus for us!
Showcase Your Communication Skills: Since this role involves a lot of client interaction, make sure your written application is clear and professional. Use simple language to explain complex ideas, just like you would when communicating with clients.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Live Digital - SaaS Recruitment Agency
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of the company's products and services. Familiarise yourself with the Insight platform and its features, as well as any recent updates or upgrades. This will not only show your genuine interest but also help you answer questions confidently.
✨Showcase Your Customer-Centric Approach
Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight how you’ve built strong relationships and improved customer satisfaction. This is crucial for a role focused on client success, so be ready to discuss specific strategies you used to retain clients.
✨Demonstrate Technical Aptitude
Brush up on your technical skills, especially if you're familiar with tools like Salesforce.com or Jira. Be prepared to explain complex concepts in simple terms, as this is key for supporting clients effectively. You might even want to practice explaining a technical feature of a product to a non-technical person.
✨Engage with the Interviewers
During the interview, don’t just answer questions—engage with your interviewers. Ask insightful questions about the company’s goals, challenges, and how the Client Success Executive role contributes to their success. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
