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For Companies At a Glance
- Tasks: Lead onboarding journeys and create impactful training for clients.
- Company: Join NQC, a growing software company in the 'Tech for Good' space.
- Benefits: Enjoy hybrid work, 25 days holiday, health plans, and learning opportunities.
- Why this job: Make a real impact on customer success and sustainability with major brands.
- Qualifications: Experience in B2B Customer Success or Technical Support is essential.
- Other info: Be part of a diverse team with regular socials and excellent career growth.
The predicted salary is between 30000 - 42000 £ per year.
About Your New Company
NQC is a successful and growing software company specialising in supply chain risk management platforms. We are 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
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
Benefits
- 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 - Onboarding & Enablement in Manchester employer: NQC
Contact Detail:
NQC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive - Onboarding & Enablement 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 just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding NQC's mission in the 'Tech for Good' space. Show us how your values align with theirs and be ready to discuss how you can contribute to their sustainability goals.
✨Tip Number 3
Practice your onboarding and enablement skills! Think of creative ways to explain complex concepts simply, as this will be key in your role. We want to see how you can make the customer experience seamless.
✨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 the NQC team.
We think you need these skills to ace Customer Success Executive - Onboarding & Enablement 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 onboarding, customer relationships, and any relevant SaaS background. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction with clients and stakeholders, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect how you would communicate with our customers.
Highlight Relevant Experience: Don’t forget to mention any previous roles where you managed customer success or support. If you've worked with CRMs like HubSpot, make that known! We love seeing candidates who have hands-on experience in similar environments.
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
✨Know Your Onboarding Inside Out
Since the role focuses heavily on onboarding and enablement, make sure you understand the end-to-end onboarding journey. Familiarise yourself with common challenges clients face during this process and think of ways to address them. This will show your proactive approach and readiness to hit the ground running.
✨Showcase Your Communication Skills
As a Customer Success Executive, clear communication is key. Prepare examples from your past experiences where you've successfully managed stakeholder relationships or facilitated training sessions. Highlight how you tailor your communication style to different audiences, which is crucial for this role.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss specific instances where you've identified areas for process improvement in previous roles. Think about how you can apply these skills to enhance the customer experience at NQC. Showing that you can think creatively and embrace change will set you apart.
✨Familiarise Yourself with NQC's Values
NQC champions values like principled behaviour and collaboration. Research their mission and values, and be prepared to discuss how your personal values align with theirs. This will demonstrate your commitment to being a team player and contributing positively to their culture.