Customer Success Associate

We are looking for a motivated, organised and customer-focused individual to join our Customer Success team as a Customer Success Associate. This is an entry-level, desk-based role supporting our Customer Success Managers across our Contact Centre as a Service (CCaaS) customer base, taking ownership of much of the administration, reporting and collateral that keeps our customer engagement running smoothly.

It is also a genuine development role. You will learn our core CCaaS technologies, Genesys and ElasticCX, alongside the relationship, commercial and presentation skills needed to grow into a fully-fledged Customer Success Manager.

• Work with the Customer Success Managers to create and maintain account engagement materials, including Monthly and Quarterly Business Reviews and Customer Success Plans.
• Partner with the Customer Success Managers to shape and develop value-led Customer Success Plans and ROI frameworks, translating customer objectives and strategic business drivers into measurable outcomes that demonstrate the ongoing value and return on investment of their CCaaS solution.
• Collect and collate customer adoption, usage and financial data to support account reviews and reporting.
• Develop and maintain templates and success collateral for use across the wider Customer Success team and with customers.
• Ensure all materials and engagements meet the standards and quality set out in our Customer Success methodology and vision.
• Plan, coordinate and manage customer engagement activity, such as user forums, webinars and other key events, across both our Genesys and ElasticCX customer bases.
• Develop and own proactive customer engagement materials, such as forward roadmap views and feature highlights, across both of IPI’s core CCaaS platforms.
• Manage communication and engagement with SME accounts that do not have a named Customer Success Manager.
• Support regular customer meetings and business reviews that drive adoption and enablement of the technologies and services we provide.
• Work with Marketing and the Customer Success Managers to develop customer success stories, client testimonials and wider advocacy activity.
• Contribute to high levels of customer satisfaction that support annual renewals and contract expansion.

• Update and maintain internal feature communications and education through core systems such as Hub Spot CRM,  and the core Microsoft 365 suite.
• Manage, maintain and evolve our internal Customer Success tools and platforms, such as our Customer Heatmap tool and Hub Spot CRM, to support the continued development of the service.

• Build a broad, functional-level understanding of IPI’s two core CCaaS solutions, Genesys and ElasticCX.
• Develop the customer, commercial and presentation skills needed to progress towards a Customer Success Manager role.

• Excellent verbal and written communication, interpersonal and presentation skills.
• High energy, ambitious and passionate about a career in CX/ Customer Success.
• Exceptional rapport and relationship building skills.
• Strong organisational, planning and delivery skills.
• The ability to handle multiple tasks, prioritise your workload and adapt to shifting priorities with discipline and initiative.
• A collaborative approach, working proactively with teams across IPI including Service Delivery, Account Management and Sales.
• Confidence using Microsoft Office, particularly Excel, PowerPoint and Word, along with visual and presentation tools.
• A creative mindset and an appetite for challenging the way things are done in pursuit of continuous…