Customer Success Executive; Field Based

Customer Success Executive (Field Based - Midlands UK)

Are you a confident, experienced and passionate middleweight Account Management or Customer Success Executive? Are you commercially minded but have the ability to be completely customer focussed at the same time?

If so, we have the perfect opportunity for you in our new and expanding Customer Success team!

Reporting to and supported by the Head of Marketing & Customer Engagement, we need someone to come in and play a pro-active role in our customer success activities.

Working across a variety of dynamic mediums, you will be a crucial part of ensuring that our customers realise the full value of our products and services.

Whether you’re creating an onboarding plan for a customer, providing ongoing training, or identifying opportunities to upsell and cross-sell, you’ll take pride in being completely customer focussed and act as their voice back to the business.

To do this, you will need to be a natural at building strong relationships from the get-go with both our customers and your team and internal colleagues.

What would your average day-to-day look like?

Working with your customer success colleagues, you will be happy to take ownership of all required face-to-face customer training within your region. In turn, you will be happy with travelling for meetings at customer locations and nights away when needed.

When not on the road, you’ll be working from home, account managing and onboarding our customers and providing remote training.

Working in a young, friendly and informal SMB atmosphere, the ability to work autonomously as well as under guidance and as part of a busy team are essential. You’ll be happy formulating and suggesting ideas, managing assigned workloads, organizing projects, as well as taking ownership of your remit.

No two days will be the same, so if you like predictable and lazy days, unfortunately this role isn’t the one for you! However, if you are looking for an exciting and fast paced (but realistic) environment with plenty of room to develop and grow your skill set and career, this could be perfect for you!

Education and Experience:

Our ideal candidate would be able to demonstrate all of the points below, but if you have experience of some but not quite all of them, we would still love to hear from you!

We understand that everyone is on their own career pathway, and you may not have had the chance to gain hands on experience of everything we say we’re after, but that doesn’t mean you wouldn’t be an asset to our business.

Customer Success Activity:

• Experience of customer call handling (incoming and outgoing calls)
• Experience of organising, managing and attending meetings or events (face-to-face and remote)
• Experience of data gathering and cleansing to ensure a high accuracy level

Customer Onboarding

Experience:

• Ability to understand a customer’s initial goals and requirements and build these into a clear plan of action to address them appropriately
• Ability to clearly communicate, highlight and reinforce the unique selling points (USPs) and value of a product or a related service, to increase the customer’s perceived return on investment (ROI)
• Ability to adapt your communication style and content dependent on a customer’s level of technical understanding
• Experience of building strong relationships with customers from initial contact

Training and Support

Experience:

• Experience of organising and fulfilling training or support to customers (face-to-face and remote)
• Ability to adapt your training or support style to meet the technical understanding of an audience

Account Management

Experience:

• Ability to identify customer issues and collaborate with colleagues to resolve them
• Ability to identify customer requirements and concerns and communicate these internally to the business
• Experience of working in collaboration with internal teams / departments colleagues

Reporting and Analysis:

• Ability to review, report on, analyse and garner insight from activity data to influence future activity and processes with a view to providing a better customer experience

Customer Success Processes:

• Ability to organise and prioritise to…