Customer Success Executive Maternity Leave Cover

Position: Customer Success Executive – Maternity Leave Cover
Location: Ash Green

Role Overview

This role provides maternity leave cover for a Customer Success Executive within the Exactaform Customer Success (CS) team. The successful candidate will manage day to day CS activity across defined customer accounts, ensuring continuity of service, reliable execution, and proactive customer engagement throughout the maternity leave period.

The role plays a key role in customer retention, reorders, and internal coordination. It requires strong organisation, a proactive mindset with clear ownership, and confidence working across customers, suppliers, systems, and internal teams.

Key Responsibilities

1. Customer & Account Management

Act as the primary day to day point of contact for allocated Exactaform customer accounts

Manage customer enquiries, quotes, orders, and delivery coordination

Maintain proactive communication to support stable customer retention, repeat ordering and minimal complaints

Ensure a consistent, professional customer experience during the maternity cover period

2. Widia Ordering & Sales Support

Handle quoting and order processing for Widia products within the Customer Success remit

Identify opportunities to upsell or cross-sell where appropriate to support account growth

Apply commercial awareness within agreed pricing frameworks

Ensure all Widia-related customer interactions, orders, and sales opportunities are accurately recorded in Hub Spot

3. Internal Coordination & Order Progression

Work alongside the external sales team, and coordinate with internal teams to ensure customer orders progress smoothly from enquiry through to delivery

Proactively chase internal teams where required to maintain delivery commitments

Identify and escalate risks to delivery or customer satisfaction at an early stage

4. Stock & Supplier Ordering Support

Support stock ordering activity with suppliers where required to fulfil customer demand

Liaise with suppliers to confirm availability, lead times, and order status

Ensure supplier-related activity supports customer delivery expectations and internal planning

5. Systems, CRM & Data Accuracy

Accurately log customer interactions, orders, and activity in Hub Spot

Maintain high data quality to support live dashboards and management reporting

Understand the direct impact of individual accuracy on business visibility and decision-making

6. Annual Leave Cover - Sales Administrator (Limited Scope)

Provide short-term cover for the following activities:

Sales order entry

Raising invoices

Raising PO’s and Works orders

Chasing internal teams for progress on relevant orders

Chasing suppliers for updates on relevant orders

This cover is task-based and time-bound and does not constitute ongoing ownership of the sales administrator's role or accounts when she is in work.

Skills & Experience Required

Experience in Customer Success, Account Management, Sales Support, or a similar commercial support role

Confident communicating with customers via phone and email in a professional and proactive manner

Strong organisational skills and attention to detail

Confidence managing multiple customer and internal priorities

Comfortable managing order, invoice, and CRM-related activity accurately

Comfortable working with CRM systems (Hub Spot experience desirable)

Desirable (but not essential)

Experience with in manufacturing, tooling, or engineering environments

Exposure to supplier coordination or stock-related activity

What Success Looks Like

Customers experience uninterrupted, professional service during the maternity leave period

Orders and enquiries are handled accurately and efficiently

Risks to delivery or satisfaction are identified early and managed effectively

CRM data remains accurate, supporting reliable business reporting

The Customer Success team operates smoothly without unnecessary escalation

Future Opportunities

This role is offered as a fixed-term maternity cover contract. However, depending on business needs and individual performance, there may be the potential for the role to develop into a permanent position at the end of the contract.

Job Type: Fixed term contract
Contract length: 12 months

Pay: £30,000.00-£35,000.00 per year

Benefits:

Canteen

Free parking

On-site gym

On-site parking

Work from home

Work Location:

In person