Customer Success Executive
6 days ago
Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
The role is responsible for building and maintaining strong relationships with our buyers, developing strategic, long-lasting and successful partnerships. You will help customers maximise the value of the products and services they subscribe to, drive platform adoption across the buyer community and their wider supply chains, and support subscription retention while strengthening customer advocacy.
**This role follows a hybrid working pattern, with three days each week based in the Basingstoke office and two days working from home.**
Develop a comprehensive understanding of the customer needs and business objectives, assisting in building a personalised adoption plan that supports their business and increases customer advocacy.
Provide comprehensive training to the customer.
Assist in creation of individual success plans support your customers’ business objectives through the use of our tools.
Present impactful data and insights during regular customer business reviews, to drive adoption further.
Support the customer through organisational change management, equipping teams with the skills and knowledge necessary for successful change adoption.
Serve as a subject matter expert for platform use and support, demonstrating and educating on platform functionality to ensure they are getting maximum value from their membership.
Help our customers in using our technology over the phone and over email.
Act as the voice of the customer and provide feedback to the Senior Management and to the Product team.
Work collaboratively with the Customer Account Managers, Marketing, Sales Operations and Inside Sales teams to maximise all adoption / customer advocacy opportunities.
Pre-sales support:
~ Provide support to the Customer Account Managers during pre-sales engagements, sharing your product and subject matter expertise with prospective customers.
Someone with minimum of 2 year of customer facing experience in a SaaS based environment. Proven experience working in Sales, Business development, Account Management, Customer success, Customer experience or other customer facing roles. We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable.
Strong problem-solving skills with an analytical approach when working with data.
Commercial experience.
Love technology and can work with computers and good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
Likes being on the phone.
Ability to resolve customer issues and complaints.
Wellness fund or Private Medical Insurance (dependent upon role)
~ Pension
~ Life Assurance
~25 days holiday plus 8 Bank Holidays
~ Ongoing continual professional development (CPD)
~ Holiday purchase Scheme up to 5 days
~24/7 and 365 Days Employee Assistance Programme
~ Team and company offsite events
~ Specsavers eye care voucher
~ Free Tea, Coffee and fruit every week – Basingstoke office
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