Customer Success Executive

Location:

Plymouth, office-based with some flexibility after probation

Salary: £27,000 – £30,000 + benefits

Contract:

Full time, permanent

Are you a natural people person who enjoys building lasting relationships and getting real results for your customers? This is a great opportunity to join a well-established, values-led IT services business that has been helping organisations across Devon and Cornwall with their technology for many years. It’s known for putting clients first, avoiding jargon and creating a culture where people enjoy coming to work.

In this role you won’t just manage accounts. You’ll help your clients succeed, because that is how the business succeeds with them.

• Client-first culture: the business does what’s right for its clients, not just what’s most profitable.
• Brilliant team: a friendly, supportive team with strong values and regular social events.
• Real development: work closely with senior colleagues, cover for the Customer Success Manager when needed and help train new team members.
• Variety: a mix of office work, client visits, client meetings and networking events.
• Meaningful perks: private healthcare, a paid volunteering day and a holiday allowance that grows with you.

You’ll report to the Customer Success Manager and look after your own group of clients. Your job is to make sure each client gets the right services, within budget, so they stay happy and keep renewing. This isn’t a technical role, but you’ll build a solid understanding of the company’s IT products and services so you can talk to clients with confidence.

• Build and maintain strong, trust-based relationships with your clients
• Make sure clients have services that meet their needs and fit their budget
• Spot and develop upsell and cross-sell opportunities
• Manage contract renewals so nothing lapses
• Visit and host clients, including some out-of-hours events
• Handle complaints professionally and follow them through to resolution
• Produce progress reports for clients and senior staff
• Work closely with the Sales team and act as the client’s voice with the Technical team
• Cover for the Customer Success Manager when needed and help train new team members
• Keep admin accurate and well organised

• At least 2 years’ experience in a client-facing role such as account management, customer success or senior customer service
• Excellent communication and relationship-building skills
• Organised, proactive and highly detailed
• Driven, with a focus on solving problems
• Confident with IT and Microsoft Office
• Full UK driving licence and willing to travel to clients
• Based in or around Plymouth, within about 30 minutes’ commute (including Saltash, Liskeard, Launceston, Ivybridge, Tavistock)

• Experience in technology, IT services or telecoms
• SME experience

Coming from a high-level customer service background rather than B2B account management? If you’ve built rapport, resolved complex issues and upsold with confidence, we’d still love to hear from you.

• £27,000 – £30,000 depending on experience
• 25 days’ holiday plus bank holidays, rising by one day a year after five years’ service
• Vitality healthcare scheme
• Workplace pension and life insurance
• One fully paid volunteering day each year
• Regular team socials