Customer Success Executive

7 months ago

Belfast, United Kingdom S3 Solutions Full time

S3 Solutions is preparing for the launch of our new SaaS product positioned within the social impact and evaluation space. With a uniquely intuitive project set up, a bank of validated evaluation resources and underpinned by machine learning, our SaaS product will transform how charities, social enterprises and not for profit organisations report on their outcomes and activities. The product will also enable funders to accurately measure the impact of their investment.

We are now seeking to recruit a motivated and enthusiastic Customer Success Executive with a passion for social impact. The Customer Success Executive will work closely with customers to understand their business objectives and coordinate with our internal teams (Sales, Marketing, Development) to ensure that we are providing an outstanding customer service experiences along with a high quality product for our customers. As a Customer Success Executive, you will support the adoption, retention and growth of our customer base.

**About The Role**

**Key Duties of a Customer Success Executive**:

- Provide both reactive and proactive services to our customer base
- Work with our internal teams to resolve customer issues/escalations, taking ownership of the resolution process ensuring you exceed customer expectations.
- Help own the overall relationship with our customer base, which includes: initial onboarding and training, increasing adoption, ensuring retention, and ongoing satisfaction.
- Be the customer’s first point of contact. You will be their advocate and support and and will work directly with our product & development team to help improve the product (feature requests, improvements, bugs)
- You will help customers maximise their value with absolute knowledge of the product
- High levels of quality customer engagement ensuring they reach success as soon as possible
- A continuous approach to actively growing the community of customers - Identify opportunities for growth by relaying information back to the sales team
- Respond to support queries, provide answers and be the go-to guide
- You will help monitor customer health through available metrics and assessment and carry out follow-up actions as necessary
- You will help to identify and resolve challenges with product adoption encountered by our customers
- Lead on regular programme of customer Success initiatives, events and Webinars win collaboration with our internal teams (including Marketing, Consulting & FundReady) to deliver additional value and enhance the customer relationship
- Focus on delivering service excellence through human' engagement therefore confidence and experience in speaking to a large number of Customers, some of which will be in a challenging situation is absolutely essential in this role

**Required Criteria**
- BSc Hons Qualification in a relevant discipline

**Desired Criteria**
- Experience within a relevant fundraising, business management, research, sports development or community development environment - either in a work or voluntary capacity
- Experience within social value, evaluation and/or impact measurement

**Skills Needed**

Customer Relationship Management, Developing Proposals, Establishing Rapport With Clients, Managing a Client Engagement, Planning & Scheduling, Problem Solving, Task Planning, Time Management, Adapting to Circumstances, Attention to detail, Planning and Organising, Communication, Verbal and Written Skills, Keeping People Informed, Developing Self, Teamwork

**About The Company**

Our mission is to leave a positive and lasting impact on the people, organisations and communities we work with, supporting social change.

Our work is channelled through two distinct but connected services:
Consultancy Service: Our areas of expertise are in research, evaluation and impact measurement, feasibility study, business planning and strategic planning. Our multidisciplinary team are experienced researchers and social impact analysts, we focus on providing applied social research through highly engaging consulting services that produce actionable insights and innovative solutions..

**Company Culture**

Our people are at the heart of our business.

We pride ourselves on having an accessible and grounded team that are easy to work with which is why we recruit exceptional people who align to our company values.

We offer a flexible and relaxed working environment and a supportive team ethos. Our team members come from across NI and as a company we are proud to have our roots in Belfast with a regional offices in Derry.

**Company Benefits**

We have a great place to work...........

Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Flexible schedule, Office perks, Employee development programs, Employee discounts, Remote working, Casual dress, Free parking, Free work laptop, Referral bonus, Open office, Company retreats, Competitive salary, Monthly Team Lunches, Work With Charities

**Salary**

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