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Customer Success Executive
Salary: 40-45k + excellent benefits (travel allowance, bonus scheme, pension, health insurance)
Location: London, Tower Hill & Docklands
Job Type: Permanent/ Full Time
Starting Date: asap
THE COMPANY
The Company is the pioneering data centre colocation provider, an owner operator of Tier III data centres, connectivity and managed ICT solutions to over 2000 market leading corporations around the world. In the UK their Docklands data centre campus facilitates the majority of the London Internet Exchange’s (LINX) capacity, meaning that they support a huge proportion of all UK internet traffic, making their Docklands campus a globally important internet hub.
JOB OVERVIEW
The Customer Success Executive is responsible for providing general administrative support to the Customer Success Team, to help manage customer accounts, address enquiries, and ensure a seamless service delivery.
This role is required to deputise for Customer Success Managers when required, participating in customer service reviews and providing a level of competence on the services outlined in customer service reports. The role requires taking ownership of any improvements that arise from either within business relating to service failings or client complaints/ improvements, and co-ordinating with other teams to source resolutions.
Key responsibilities:
- To manage a small portfolio of small customer accounts, primarily, but not in the finance vertical
- To provide cover for Customer Success Managers on key accounts during absence
- To collate operational data and produce monthly customer service reports
- To provide exceptional administrative support to the Customer Success Team
- To maintain accurate records of customer interactions
- To respond to customer inquiries promptly and professionally by phone, email or other communications channels
- To regularly audit work being done and customer service being provided to ensure all standards are met and that remedial work is completed effectively, correctly, and thoroughly
- To co-ordinate with various departments to resolve client issues quickly and professionally
- To participate in team meetings and contribute ideas to improve overall customer satisfaction
- To monitor customer issues and client complaints to define patterns and work to lessen those recurring issues
- To attend customer and industry focused networking events both on-site and off-site
- To participate in, and positively contribute to, internal projects which require Customer Success Team input, as required
Essential requirements:
- Previous service experience
- Data Centre industry knowledge
- Strong customer facing skills
- Self-motivated
- Business critical ‘service delivery’ environment
- PC literate (Microsoft Word, Excel, Outlook)
- Communication Skills - Ability to communicate at all levels, with customers, within the business and with suppliers.
- Collaborative approach – ability to work effectively with internal stakeholders
- Administrative Skills - Ability to organise and maintain relevant information to support the business.
- Structured and methodical approach to problem solving
- Reporting skills
