Customer Success Executive in London

Company Overview

Pulsar Group Plc is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences – from customers to stakeholders, politicians to influencers and the media.

The evolving Pulsar Group portfolio includes Isentia, the market-leading media monitoring, intelligence and insights solution provider; Pulsar, the most advanced audience intelligence and social listening platform; Vuelio, which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and ResponseSource, the network that connects journalists and influencers to the PR and communications industry.

Pulsar Group is an AIM-listed SaaS provider with over 1,000 employees across 10 countries. Our technology is used by 6,000 organisations every day, from global blue-chip enterprises and communications agencies to public sector organisations and not-for-profits.

Role Overview

Vuelio Client Services requires a new member of the Customer Success team to assist with delivery of the department’s key objectives. As part of the Customer Success team, you’ll be working with and building relationships with Vuelio’s highest value clients who expect a high level of service. You’ll also work more closely with other areas of the business and external stakeholders, with many of the platinum and gold clients taking extra services, including executive briefings and insights reports.

Key Responsibilities

• Provide first-class service to Vuelio’s highest value clients.
• Onboard clients onto the Vuelio platform and provide a seamless setup.
• Manage, investigate and take ownership of issues, seeing them through to resolution.
• Operate with integrity, openness and honesty and represent the business in the utmost professional manner at all times.
• Proactive outreach with CS clients along with other key internal and external stakeholders.
• Attend quarterly calls with account managers to check in with clients.
• Complete six-monthly ‘MOT’ reviews of platinum accounts to ensure clients’ platforms are optimised to their needs.
• Regular use of ClientSuccess to ensure key client tasks are completed and ‘at risk’ clients are identified well ahead of renewal.

Inter-departmental collaboration

• Continuous collaboration with other departments in order to improve the customers’ experience at every touch-point in the Company.
• Raise the profile and understanding of the Support role within the Company.
• Champion the success of the Help Centre through content enrichment and driving adoption.
• Proactively identify and address any inter-departmental blockers to reinforce positive change.
• Demonstrate collective responsibility - working with other departments to exceed individual client expectations.

Reporting / Documentation

• Undertake data driven analysis for effective reporting and decision-making.
• Identify new product opportunities, defects and workarounds to feed back into the product development lifecycle.
• Ensure exceptional quality in all customer documentation (SOW/Project Plan/Proposals).
• Ensure ClientSuccess data is current.

All staff have a responsibility and an essential role to play in safeguarding Pulsar Group’s information and that of its customers. You are required to take all reasonable steps to comply with the Pulsar Group Information Security Policy and the policies and processes outlined in the Pulsar Group Information Security Management System (ISMS).

We can all play a part in creating the inclusive and diverse environment that enables us to do our best work through being welcoming to others, considerate of difference, responsible in our behaviour, constructive in disagreement and open to learn.

Profile

• Previous high-level knowledge of a software or SaaS platform.
• Experience in a Customer Success or equivalent role.
• Has demonstrated ability to:
• develop and use collaborative relationships to facilitate the accomplishment of work goals;
• proactively resolve issues;
• share important or relevant information with a team, and
• adhere to a team’s expectations and guidelines.

We know that innovation thrives in teams where diverse points of view come together to solve hard problems. As such, we are explicitly seeking individuals who will bring diverse life experience, diverse educational background, diverse culture, and diverse work experience. Please be prepared to share with us how your perspective will bring something unique and valuable to our team.

Benefits

• Salary: £32,000 - £35,000 dependent on experience
• 25 days holidays + 8 public holidays
• Day off on your birthday
• Hybrid working (2-3 days a week in the office)
• Up to 4x salary Life Assurance
• Opt-in Private Healthcare
• Access to self-paid Dental Insurance
• Other benefits such as Perkbox (for discounts), Cycle Scheme, Season Ticket Loans, a Workplace Nursery scheme and SmartHealth (for access to private GP appointments as well as a range of health and wellbeing services).

Vetting

Some of our clients require employees who work on their account or have access to their data to undergo comprehensive vetting, you may be asked to participate in such vetting including identity, criminal and financial checks. This may include a Disclosure and Barring Service (DBS) check as a requirement of your employment. Please note that if your role requires a DBS check then your offer of employment and your continued employment (should you start before the check is complete), is strictly conditional upon a satisfactory DBS result. The Company reserves the right to withdraw the offer or terminate your employment should the results of this check be deemed unsatisfactory. A basic check will contain details of convictions and conditional cautions considered to be ‘unspent’ under the terms of the Rehabilitation of Offenders Act 1974.