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Customer Success Executive - Sheffield based- 1 Day a week in the office - Up to £27,000 basic salary
Are you passionate about building meaningful relationships and making a positive impact in the education sector? Do you have a knack for ensuring customer satisfaction and driving renewals? If so, we have the perfect opportunity for you!
About the Role
We are looking for a dedicated Customer Success Executive to join our dynamic team. In this role, you will primarily focus on building and maintaining relationships with our existing customers, ensuring their satisfaction, and driving renewals. You will also play a key role in onboarding new customers to our integrated platform and generating qualified referrals. This is a unique opportunity to make a tangible difference in the education sector by supporting schools and improving student outcomes.
Key Responsibilities
- Achieve a 93% customer renewal rate within the first 6 months by proactively contacting customers before contract expiration, identifying renewal risks, and providing exceptional service.
- Successfully onboard new customers onto our integrated platform post-launch in September, offering effective demos, addressing pain points, and assisting with technical challenges.
- Generate qualified referrals from existing customers by building strong relationships, identifying upselling/cross-selling opportunities, and facilitating the referral process.
What You'll Be Doing Most of the Time
- Relationship Building: Establish trust and rapport with assigned customers, understanding their needs and proactively communicating with them.
- Onboarding: Guide new customers through the platform integration process, offering demos and providing ongoing support and training.
- Renewal Management: Monitor customer accounts, identify renewal risks, and work proactively to retain customers through upselling, cross-selling, and excellent service.
- Referral Generation: Engage with customers to identify potential referral opportunities, qualify leads, and facilitate the referral process.
- Customer Advocacy: Act as a voice for the customer within the organization, providing feedback to product and marketing teams to improve the customer experience.
Challenges You'll Face
- Platform Launch and Transition: Manage customer expectations and navigate potential challenges during platform integration.
- Fast-Paced Environment: Keep up with the rapid pace of the organization and adapt to evolving processes and systems.
- Data Challenges: Work with existing data systems that may not be fully integrated or user-friendly.
- Balancing Soft Commercial Skills with Technical Support: Provide support without overstepping into the role of a technical expert and leverage commercial skills to generate referrals.
- Building Rapport with a Diverse Customer Base: Understand the unique needs and challenges of customers from different segments and adapt your approach accordingly.
Why You'll Love This Job
- Meaningful Work: Make a positive impact in the education sector by supporting schools and improving student outcomes.
- Growth Potential: Join a growing organization with opportunities for career advancement.
- Impactful Role: Directly influence customer satisfaction, retention, and referral generation, making a tangible difference in the business.
- Collaborative Environment: Work in a team-oriented environment with supportive and passionate colleagues.
- Strong Brand: Work for a respected and well-known organization in the education field.
- Personal Fulfilment: Enjoy a rewarding experience if you're passionate about education and building relationships with customers.
Qualifications and Skills
- Customer Renewal Management: Track renewal dates, identify risks, and offer upselling and cross-selling opportunities.
- Integrated Platform Onboarding: Conduct demos, provide onboarding materials, offer personalized support, and collect feedback.
- Referral Generation: Engage with customers, develop referral campaigns, track leads, and collaborate with the sales team.
If you're ready to take on an impactful role in a collaborative and growth-oriented environment, we want to hear from you!
Apply now and join us in making a difference!
