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For Companies At a Glance
- Tasks: Support customer success by enhancing product adoption and ensuring client satisfaction.
- Company: Join NQC, a thriving tech company focused on supply chain risk management.
- Benefits: Enjoy hybrid working, 25 days holiday, health plans, and continuous learning opportunities.
- Why this job: Make a real impact in a role that champions sustainability and customer success.
- Qualifications: Experience in B2B customer success or technical support, with strong communication skills.
- Other info: Be part of a diverse team with exciting career growth and regular social events.
The predicted salary is between 30000 - 40000 £ per year.
About your new company
NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries. Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world, and become part of an exciting long term plan for sustainability, and a better future.
About your new role
The Customer Success Executive is the operational heartbeat of the Customer Success team. The CSE has a shared responsibility to proactively maintain and develop lasting and strategic customer relationships and ensure the successful delivery of NQC services into our customer accounts. While all CSEs share a core set of responsibilities to ensure team-wide contingency, each executive is assigned a primary functional focus (Onboarding, Adoption, or Operations) to drive departmental excellence.
Key Responsibilities
- Maintain a working knowledge of all CSE areas of responsibility to provide seamless backup and contingency for team members during absences.
- Assist CSMs and senior stakeholders in the preparation for Quarterly Business Reviews (QBRs) and high-stakes client meetings.
- Proactively identify areas for process improvement within the CS function to support the team’s scalability goals.
- Any other ad-hoc duties as assigned.
Functional Specialisms (The Focus)
Note to Applicants: While this job description covers three core areas of our department, successful candidates will be assigned to one specific focus area based on their skill set and the current needs of the business. You will spend approximately 80% of your time dedicated to your primary focus.
Focus A: Onboarding & Enablement
- Lead the end-to-end onboarding journey for new and existing clients, ensuring rapid time-to-value and successful platform adoption.
- Own and maintain the library of digital training assets, videos, and self-service guides to facilitate a scalable, "low-touch" client experience.
- Co-create and deliver high-impact webinars and training sessions for new and existing clients.
- Drive the key performance indicators (KPIs) associated with onboarding speed, training completion rates, and initial value realisation.
Focus B: Product Adoption & Usage
- Monitor and analyse customer activity and campaign results to ensure clients are maximising the value of NQC products.
- Bridge the gap between customers and internal Product/Marketing teams by providing data-backed insights into feature requests and platform performance.
- Work closely with CSMs to interpret usage health scores and identify opportunities for deeper product integration.
- Interact closely with the NQC Service Delivery team to gather, monitor and analyse campaign performance data and ongoing campaign strategy on a weekly basis through the duration of a client campaign.
Focus C: Quality & Operations
- Support the wider CS team by managing day-to-day operations, including the triage and escalation of customer support tickets.
- Act as the custodian of the CRM (HubSpot), ensuring data is clean, accurate, and reflects the true state of the customer relationship.
- Develop and maintain internal reports and dashboards to provide the CSM team with actionable data insights and performance visibility.
- Manage the customer feedback and satisfaction (CSAT/NPS) processes to ensure service levels remain high across the department.
To be successful for this role, you will ideally meet these requirements:
- Experience managing a high volume of stakeholders (internal or external) and a track record of delivering professional, clear communications.
- Proven experience in a B2B Customer Success, Account Management, or Technical Support role within a SaaS environment.
- Demonstrated experience working within structured workflows (e.g., following an onboarding playbook or a ticket escalation process).
- Excellent interpersonal skills with people at all levels.
- Previous experience using a CRM (ideally HubSpot) to manage customer data, tasks, and reporting.
- Additional language skills are highly desirable.
Key Competencies
- Is consistently motivated, committed and able to perform duties in all situations.
- Communicates and receives ideas, views and information to achieve understanding.
- Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
- Plans and prioritises activities and resources to maximise performance and minimise errors.
- Thinks creatively and embraces opportunities for change.
- Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.
Hybrid working policy of 60% office-based
25 days holiday (Increasing with service) + bank holidays
Enhanced Maternity and Paternity Leave
Health Cash Plan
Salary sacrifice scheme
Learning & Development through Udemy platform
24/7 Access to a Virtual GP
Life Assurance (4 x Salary after 6 months)
YuLife - employee discounts and wellbeing platform
Regular company socials & events
Customer Success Executive - Product Adoption & Usage in Manchester employer: NQC Ltd
Contact Detail:
NQC Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive - Product Adoption & Usage in Manchester
✨Tip Number 1
Network like a pro! Reach out to current employees at NQC on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by understanding NQC's products and how they impact customer success. Show us that you’re not just interested in the role, but also passionate about making a difference in the tech for good space.
✨Tip Number 3
Practice your communication skills! As a Customer Success Executive, you'll need to convey ideas clearly. Try mock interviews with friends or use online platforms to refine your pitch.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at NQC.
We think you need these skills to ace Customer Success Executive - Product Adoption & Usage in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Executive role. Highlight your experience in B2B Customer Success or Account Management, and show how your skills align with the responsibilities mentioned in the job description.
Showcase Your Communication Skills: Since this role involves managing relationships with various stakeholders, it's crucial to demonstrate your excellent communication skills. Use clear and professional language in your application to reflect how you would interact with clients and team members.
Highlight Relevant Experience: If you've worked with CRMs like HubSpot or have experience in onboarding and product adoption, make sure to mention it! We want to see how your background can contribute to our team's success and help improve customer experiences.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at NQC!
How to prepare for a job interview at NQC Ltd
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success, especially in a SaaS environment. Understand key metrics like onboarding speed and customer satisfaction scores, as these will be crucial in your role at NQC.
✨Showcase Your Communication Skills
Since the role involves managing relationships with various stakeholders, prepare examples that highlight your communication prowess. Think about times when you successfully navigated complex conversations or resolved conflicts.
✨Demonstrate Your Analytical Mindset
Be ready to discuss how you've used data to drive decisions in previous roles. NQC values insights into product usage and customer behaviour, so think of specific instances where your analysis led to improved outcomes.
✨Emphasise Team Collaboration
NQC thrives on teamwork, so come prepared with stories that illustrate your ability to work collaboratively. Highlight experiences where you supported colleagues or contributed to team goals, especially in a hybrid working environment.