Customer Success Executive

We are actively building diverse teams and welcome applications from everyone.

Located: London or Northampton

Package: Competitive salary, bonus plus additional company benefits

About Ricoh: Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools. Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative, enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

What you will be doing:

• Act as a key support resource to internal sales teams responsible for executing a range of client-focused tasks that directly contribute to a seamless and efficient sales cycle, ensuring timely execution of post-sales activities that enhance the overall customer experience.
• Liaise between Sales and key business departments including Order Processing, Credit Control, and Supply Chain, to coordinate and optimise workflows that elevate support for Ricoh's commitment to customer success by anticipating needs, removing obstacles, and ensuring a positive post-sale experience.
• Align and collaborate for an enhanced customer journey from order placement through fulfilment, enabling sales teams to concentrate on strategic customer engagement, relationship management, and revenue generation.
• Apply a customer-first and continuous improvement mindset and contribute insights that support the development of improved processes to identify and escalate recurring issues, inefficiencies, or opportunities that may impact customer satisfaction or internal productivity.
• Work in conjunction with the sales teams to be the key point of contact for coordinating tasks, developing strong cross-functional communication and collaboration with stakeholders across the business to ensure timely resolution of customer issues and delivery of high-quality service.
• Accountable for delivering against defined service levels and performance metrics, as outlined by the Customer Success Team Leader, to meet or exceed Key Performance Indicators (KPIs) and contribute to the achievement of extended business wins.
• Demonstrate accountability in providing critical and consistent support excellence and process reliability to sales while contributing to the overall goal of improving customer retention, satisfaction, and success.

You will ideally have:

• Customer success or account management experience preferable but open to other backgrounds.
• Proven track record of managing mid-to-large client accounts with measurable outcomes in retention, expansion, and customer satisfaction.
• Experience working alongside Commercial/sales teams with a strong understanding of revenue drivers, sales cycles, and customer buying behaviour.
• Demonstrated ability to identify upsell/cross-sell opportunities and contribute to account growth.
• Excellent communication skills at all levels.
• Good level of IT literacy.
• Good numeracy skills including working with databases.
• Strong attention to detail.
• Good time management and organisational skills.
• Ability to work under pressure.
• Self-motivated with ability to work on own initiative.
• Working knowledge of Oracle or similar tracking software is an advantage.

In return for your commitment, we can offer you:

• Flexible and hybrid working in line with role requirements.
• An inclusive workplace.
• Excellent package with solid basic, strong bonus and company benefits including a competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme.
• Flexible retirement plan.
• Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
• Company car / car allowance (role-specific), cycle to work scheme.
• Career development and life-long learning opportunities.

Ricoh’s Core Values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society. We are an equal opportunities employer and are open to discussing adjustments to the recruitment process if needed. Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.