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Our client are looking for an Operations Executive to join their fast-growing business.
Job Overview:
The Operations Executive is responsible for ensuring customer contracts are procured successfully with their partnered suppliers as well as ensuring the customer journey is as smooth as possible from onboarding to live and in life. The operations team will work closely with the sales team, customer success team, suppliers, as well as various other agents within the industry, post-sale to ensure customers achieve the desired outcomes from their service, resolve any issues and answer any queries that their partners or customers may have.
The ideal candidate will have strong communication skills, an outstanding work ethic, strong attention to detail with a logical mindset focused on problem solving and problem prevention where possible.
Key Responsibilities:
Contract submission:
- Using various supplier CRM portals, process and monitor customer contracts
- Liaise with suppliers, as well as internal teams to ensure contract success
- Understand customer needs and ensure their service and products provide maximum value and satisfaction
Onboarding & Training:
- Ensure a smooth customer onboarding journey by successfully contracting, processing and ensuring suppliers take over in time
- Support customer and suppliers with objection resolution
- Ensure proper adoption of the company's portals by providing training or support
Account Management & Retention:
- Understand the customer health score and proactively work to both maintain and increase it
- Resolving various operational tickets raised through internal CRM with suppliers/customers and various agents within the industry
- Work as the glue to bring all internal teams together for delivery to the customer and partner
- Collaborate with internal teams to resolve any issues in a timely manner
Growth & Expansion:
- Support the target of 100% net client retention
- Support in both the growth of existing customers and the win back of any that they have lost
- Understand any reasons for churn and feedback any findings to management
- Help customers achieve measurable outcomes, driving loyalty and account expansion
Data-Driven Insights:
- Analyse customer health metrics (e.g. portal usage, engagement, service requests, renewal rates) to make data-driven decisions
- Develop reports and dashboards to track customer success and identify trends or issues
- Bill validation and usage reporting
Problem-Solving:
- Resolve any customer complaints or concerns in a timely and effective manner
- Resolve various queries that arise - billing, metering, portal, usage, contract, contact, industry etc
- Provide effective feedback and regular updates to customer and customer success team via various communication lines
Qualifications & Skills:
- Experience: 2-5 years of experience in an operational type of role
- Strong communication and interpersonal skills
- Ability to manage multiple accounts simultaneously with attention to detail
- Excellent problem-solving and conflict resolution abilities
- Data-driven mindset, comfortable with analytics and reporting tools
- Previous experience with - Salesforce and HubSpot
- Ability to work cross-functionally and collaborate with different departments
- Education: Desirable - Bachelor's degree in business, marketing, communications, or a related field
Key Performance Indicators (KPIs):
- Net Promoter Score (NPS)
- Query resolution success rate
- Contract submission success rate
- Contract Live success rate
Compensation:
- Competitive salary based on experience
- Performance-based bonuses and commissions
- 23 days holiday (3 gifted days to be used between Christmas & New Year)
- A smart/casual dress code
- Regular staff / social outings
