Customer Success Executive

Role Summary

We continue to evolve our Customer Success Department by working smarter to allow us to reach our churn and product adoption goals. This early career Customer Success Executive role is the perfect role for someone looking to get into Customer Success for the first time. Your primary goal is to delight and retain our customers.

Job Responsibilities

• Alongside the other Customer Success Executives, you’ll own the overall relationship of a segment of our customer base and you will be responsible for maximise customer retention and minimising churn
• Using our dedicated Customer Success technology Churnzero, you’ll proactively identify disengaged customers at risk and help to re-engage them
• You may do research to find the correct points of contact and telephone numbers
• Once you have the right contacts you may need to re-introduce the platform and membership through persuasion, customer education, system training and perseverance.
• You’ll log and manage your activity using ChurnZero
• You’ll run regular product demos and training sessions to help customers make the most of the platform
• You’ll answer inbound calls and emails about their memberships and the technology
• You’ll provide exceptional level of service for customers and support them through their journey with the technology
• You’ll act as the voice of the customer and provide feedback to the Senior Management and to the Product team

Knowledge, Skills, Experience and Qualifications

• Someone with 1 year of commercial experience
• We will provide all of the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable
• Someone with exceptional communication skills. You must be able to write and speak clearly and be able to explain complex processes to customers in a straightforward way
• You must be happy to be on the phone with customers
• Someone who loves working with customers
• Someone who is enthusiastic and shows passion and excitement for their job.
• Someone who can learn quickly
• Someone who can prioritise, and perform effectively under pressure
• Someone who is dependable and organised and can follow through on commitments they make both internally and externally
• Someone who loves technology and can work with computers

What we offer

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office