At a Glance
- Tasks: Manage key customer accounts and deliver exceptional service while resolving complex issues.
- Company: Dynamic company focused on customer success with a hybrid work model.
- Benefits: Flexible working options, competitive salary, and opportunities for professional growth.
- Other info: Opportunity to mentor others and work with innovative technologies like HubSpot.
- Why this job: Join a team that values customer relationships and drives real impact in the business.
- Qualifications: Experience in customer success or account management with strong communication skills.
The predicted salary is between 35000 - 42000 £ per year.
We are looking for an experienced Senior Customer Success Executive to manage a portfolio of key customer accounts while supporting the Customer Success Manager in driving team performance and sharing best practice.
This is a customer-facing role combining customer success, account management, leadership, renewals, and commercial awareness. You will build strong customer relationships, resolve complex issues, improve product adoption, and help maximise customer retention and growth.
Key Responsibilities
- Manage a portfolio of strategic customer accounts.
- Deliver exceptional customer service and resolve complex customer issues.
- Build long-term customer relationships and drive customer satisfaction.
- Manage customer renewals, retention, and identify upselling opportunities.
- Coach and support Customer Success Executives, sharing knowledge and best practice.
- Champion the effective use of HubSpot and maintain accurate customer records.
- Work closely with internal teams to resolve issues and continuously improve the customer experience.
- Produce customer insights and reports to support business improvements.
Skills & Experience
Essential
- Experience in Customer Success, Customer Service, Account Management, Internal Sales, or Technical Support.
- Previous experience supporting or mentoring colleagues within a customer-facing team.
- Strong customer relationship management and communication skills.
- Experience managing complex customer issues through to resolution.
- Commercial awareness with experience in renewals, retention, and customer growth.
- Confident using CRM systems and learning new technologies.
Desirable
- Experience using HubSpot.
- SaaS, software, or subscription-based business experience.
- Experience working to customer retention, renewal, or sales targets.
- Experience supporting customers using digital platforms or business applications.
- Experience using AI tools to improve productivity and customer service.
Customer Success Executive - Hybrid / Remote in Telford employer: Mentmore Recruitment
As an established multi-entity organisation, our client offers a dynamic work environment that fosters innovation and collaboration. Employees benefit from a strong focus on professional development, with opportunities to engage in transformative finance projects that directly impact the company's growth trajectory. The supportive culture encourages curiosity and constructive challenge, making it an excellent place for those looking to make a meaningful contribution while advancing their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive - Hybrid / Remote in Telford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mentmore Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mentmore Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Executive - Hybrid / Remote in Telford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mentmore Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Mentmore Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mentmore Recruitment!
How to prepare for a job interview at Mentmore Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
