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Customer Success Executive
- Leatherhead/Home Based (3 days remote with 2 in the office)
- Competitive Salary and benefits
Customer Success ExecutiveÂ
An exciting opportunity for a Customer Success Executive to join our client’s friendly, ambitious, and growing team. The successful candidate will ensure all clients get the most out of their subscriptions to our SaaS services. Acting as the first point of contact for our customers, you will support queries through our service desk and telephone line, update and maintain CRM systems (Freshdesk and Hubspot), and handle the on-boarding and training of new customers. You will also facilitate customer enquiries and some account management, working closely with the wider Commercial Team (Sales & Marketing).
Your responsibilities will include:
- Providing excellent customer service, building, and maintaining customer relationships.
- Actioning and monitoring service desk customer queries (calls and emails).
- Operating in a team environment.
- Supporting the sales team in developing account intelligence and pro-actively sharing information.
- Identifying opportunities/leads to pass to the sales team.
- Assisting in reporting on sales efforts, including sales pipeline activity and new prospects.
- On-boarding new customers and training them on new services.
- Creating and maintaining customer support materials.
- Ensuring smooth daily operations of the business.
- Assisting in internal and external audits of the Client team.
- Working collaboratively with the sales and marketing team to improve service efficiency and maintain customer relationships.
- Monitoring and reporting KPIs.
- Assisting in developing and documenting processes and processing subscription renewals.
We are looking for professionals with the following skills:
- Excellent verbal, written, and interpersonal communication skills.
- Strong presentation skills.
- Ability to work effectively in a team.
- Results-oriented with a focus on completing projects on time.
- Problem-solving skills and initiative.
- Negotiation skills for handling challenging conversations.
- Ability to manage and prioritize tasks in line with SLAs and deadlines.
- At least 1 year of customer service experience.
- Educated to degree level or equivalent.
- Strong client-facing and presenting skills.
- Ability to demonstrate SaaS products to customers.
- Proficient in Outlook and MS Office.
This is an excellent opportunity to work for a great company. Please apply by responding with an up-to-date copy of your CV. Please feel free to email with any queries.
