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Customer Success Executive
3 months ago
About the position
After reviewing the skills and qualifications needed for this role, you can submit your application.
Our objectives are ambitious, the technology we use is fascinating, and our collaborators are exceptional. If this challenge excites you, we offer:
- A competitive salary range of £25k - £28k and a bonus program
- A fantastic work environment where you will be valued, supported, and provided with guidance
- The opportunity to shape your role according to your preferences
- To oversee your own customer portfolio as the company expands
- A role where your opinions are valued and respected
- The chance to work in a vibrant industry that we believe is the best in the world
As a direct report to our Head of Customer Success, you will collaborate with our Customer Success Team. It's crucial to have a grasp of our technology, which will involve working closely with the Development Team (don't worry, we will assist you with that).
Roles and Responsibilities:
- Building and enhancing customer relationships: Cultivate strong connections with customers to comprehend their objectives, goals, and obstacles. Serve as the primary point of contact, offering assistance, advice, and support along their journey.
- Assisting existing team members with customer onboarding and training: Aid customers in getting started with our product, guaranteeing a seamless onboarding experience. Support the team with training sessions and provide resources to help customers explore our product's functionalities.
- Proactive customer engagement: Initiate contact with customers to grasp their requirements, identify areas for enhancement in our services or products, or opportunities for upselling, and gather feedback.
- Issue resolution and support: Act as a bridge between our customers and internal departments such as sales, product development, technical team, or senior management. Then, manage the resolution of any challenges (with the team's support).
- Customer success metrics: Monitor and assess customer success metrics like adoption rates and satisfaction levels. Utilize data-driven information to pinpoint trends, opportunities, and areas for enhancement.
- Customer Success Planning: Collaborate with customers to devise success plans, delineating specific objectives, milestones, and steps to take. Work with customers to align their goals with our product, offer guidance on achieving desired results.
- Customer advocacy: Be a voice for customers within the company, representing their interests and needs. Provide feedback and recommendations to the Product Team and Senior Management for product improvements.
In essence, our customers are paramount... our service standards must remain top-tier, and we need your assistance to achieve that.
Required Skills & Experience:
- Possess passion, determination, and a commitment to delivering top-notch performance.
- Have a customer-focused mindset and a strong dedication to providing exceptional customer service.
- Driven and motivated to meet and surpass objectives.
- Familiarity with the hospitality industry, particularly in revenue management, front office, or reservations, is essential. Do you understand the difference between ADR and Revpar???
- Technical proficiency: Knowledge of software applications and the ability to explain technical concepts to non-technical users (we can assist you with understanding our solution).
- Excellent communication skills, comfortable speaking directly with customers and embodying our company culture in all interactions.
- May be required to travel, hence a valid driver's license and the ability to primarily work from our Saintfield office are necessary.
- Organized and accountable for reporting and administrative tasks.
- Skilled in problem-solving. While you will receive support, we welcome fresh ideas and input.
- Capability to operate within a framework when needed but also adapt and respond to customer and business needs.
- We operate in a fast-paced, dynamic, and ever-evolving setting. We need someone who is adaptable and flexible.
If this opportunity interests you, kindly forward your CV by 07 June. We are eager to hear from you.
