Customer Success Executive (Remote) in London

London (GB)Octopus Electric Vehicles ð – Growth - variable /Full-time /HybridWhat we do. Electric Car Leasing Why we do it. We're looking for an exceptional Senior Customer Success Executive to join our Scheme Delivery team in London. This team is focused on the operational excellence of our Salary Sacrifice Scheme for employers, making sure our B2B clients have a seamless experience with Octopus EV.Sitting alongside our Customer Success Executives, this role is designed for a seasoned B2B service delivery professional who wants to operate with high autonomy. Alongside handling the day-to-day non-commercial activities, you'll wholly own strategic projects and act as an informal mentor to the wider team. Serve as a key point of contact for day-to-day, non-commercial scheme activities via email and phone, ensuring fast high-quality outcomes for our clients. Champion scheme interests and be subject matter experts on EV Salsac to Growth teams & wider OEV departmentsAnalyse customer feedback and operational data to identify friction points and personally drive solutions that improve internal processesLead and deliver on projects aimed at enhancing the customer experience, improving self-service reducing repetitive inboundOwn activities that ensure a smooth scheme operation, such as managing complaints & escalations and resolving reporting & invoicing queriesAct as a trusted mentor through coaching peers on complex scheme challenges, sharing best practices and supporting new-hire onboarding. Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goalsWhat you'll need...4+ years of relevant B2B client facing experienceProven track record of supporting B2B clients to resolve queries and deliver exceptional serviceComfortable using data and customer feedback to identify root causes and justify operational changeExperience working with service metrics (e.g. response times, satisfaction scores, accuracy, issue resolution)A track record of taking internal or operational projects from concept to completionExcellent listening and communication skills, with the ability to build rapport in challenging customer situationsTo be comfortable collaborating with cross functional teams to deliver ongoing improvementsA completer-finisher mentality, super organised, efficient and ruthlessly focussed on customer centric outcomesA good understanding of the B2B2C dynamic relating to our schemes and their employeesA start-up / entrepreneurial mindset being able to adjust to change and keep up with a fast-moving business A genuine passion for sharing best practices coaching peers and helping colleagues succeed alongside youA strong passion for sustainability is a must. Knowledge of employee benefits, EVs or leasing would be great but not crucialA valid UK driving licence (not essential)ð Why else you'll love it here ð Wondering what the salary for this role is? Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. ð Visit our perks hub - Octopus Employee Benefitsð Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We've also been placed in the top 10 companies for senior leadershipThings to noteP.s. ð¶ just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergiesð We use AI to help us assess applications fairly and objectively. We're totally fine with you using AI as a tool to help prepare too. The electric revolution has arrived - and from 2035 you'll no longer be able to buy a new petrol or diesel car in the UK. We're building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK's most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic! Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. Where necessary, we sometimes use AI tools to help with parts of our hiring process, like reviewing applications or assessing responses. We're lucky to receive a huge amount of interest, so these tools help our recruiters manage that volume, not replace them. Ultimately, every hiring decision (for example, whether to progress your application or not) is always made by a real person in our Talent team. If you'd like to know more about how we use your data, you can reach out to us via email at [email protected]. We're happy to help!