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For Companies At a Glance
- Tasks: Support customer success by managing relationships and ensuring smooth onboarding and product adoption.
- Company: Join NQC, a thriving software company focused on supply chain risk management and sustainability.
- Benefits: Enjoy hybrid working, 25 days holiday, health plans, and continuous learning opportunities.
- Why this job: Be part of a mission-driven team making a positive impact with innovative technology solutions.
- Qualifications: Experience in B2B customer success or technical support, with strong communication skills.
- Other info: Dynamic work environment with regular socials and excellent career growth potential.
The predicted salary is between 36000 - 60000 £ 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 - Quality & Operations in Manchester employer: NQC
Contact Detail:
NQC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive - Quality & Operations in Manchester
✨Tip Number 1
Get to know the company inside out! Research NQC's mission, values, and recent projects. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even referrals that might just land you the job.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your skills align with the Customer Success Executive role. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to keep your name fresh in their minds.
We think you need these skills to ace Customer Success Executive - Quality & Operations 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 key responsibilities mentioned in the job description.
Showcase Your Communication Skills: Since this role involves managing a high volume of stakeholders, it's crucial to demonstrate your excellent communication skills. Use clear and professional language in your application to reflect how you would communicate with clients and team members.
Highlight Relevant Experience: If you've worked with CRMs like HubSpot or have experience in structured workflows, make sure to mention it! This will show us that you're familiar with the tools and processes we use at NQC, making you a strong candidate for the role.
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’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at NQC
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success, especially in a SaaS environment. Understand the key responsibilities of a Customer Success Executive and be ready to discuss how you can contribute to onboarding, adoption, and operations.
✨Showcase Your Communication Skills
Since this role involves managing a high volume of stakeholders, prepare examples that highlight your communication prowess. Think of situations where you successfully navigated complex conversations or resolved conflicts, and be ready to share these stories.
✨Familiarise Yourself with NQC's Products
Take some time to explore NQC’s supply chain risk management platforms. Understanding their features and benefits will not only impress your interviewers but also help you articulate how you can drive product adoption and usage effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer feedback. Think through potential challenges you might face in the role and how you would approach them, particularly in relation to quality and operations.