Customer Success Specialist

7 months ago

Guildford, United Kingdom Sycurio. Full time

**Main purpose of the job**

As a Customer Success Specialist, you will play a pivotal role in driving the success and satisfaction of our clients on a worldwide scale. Your primary objective will be to foster strong, enduring relationships with customers, understanding their unique needs and aspirations, and providing unwavering support and guidance throughout their journey with our products or services. Working collaboratively with cross-functional teams, you will champion the voice of the customer, promoting adoption, retention, and expansion opportunities, thereby contributing significantly to the overarching growth and prosperity of our organization across diverse global markets.

**Key Responsibilities**
- Own the customer renewal process, ensuring timely and efficient execution.
- Develop and implement strategies to maximize renewal rates and minimize churn, collaborating closely with business stakeholders and CS management teams.
- Proactively identify and address renewal risks, working to resolve issues and secure customer commitments for continued partnership.
- Assist in managing overdue accounts and support effective debt recovery strategies to minimize financial losses.
- Collaborate with finance and legal teams to establish and execute robust debt recovery processes.
- Maintain proactive communication with customers regarding outstanding payments, negotiating suitable payment plans to facilitate debt resolution.
- Conduct and analyse Net Promoter Score (NPS) surveys to evaluate customer satisfaction and loyalty.
- Develop actionable insights from NPS feedback to drive continuous improvement in the customer experience.
- Regularly report NPS trends and insights to senior management, highlighting areas for focus and improvement.
- Manage customer change requests, ensuring their effective evaluation and implementation.
- Coordinate with internal teams to assess the impact of changes on product and service delivery, facilitating seamless execution.
- Collaborate closely with the presales team to align customer needs with product capabilities, ensuring a smooth transition from presales to post sales phases.
- Facilitate clear and timely communication of changes and presales information to customers, ensuring transparency and alignment.
- Provide administrative and operational support to the Customer Success Management team, assisting in the execution of customer success initiatives.
- Collaborate on the implementation of customer success tools such as HubSpot, contributing to improved efficiency and effectiveness.
- Support the preparation and analysis of reports on customer success metrics, providing valuable insights for decision-making and strategy development.
- Serve as a liaison between the company and its partners, supporting indirect customers to ensure a consistent and positive experience.
- Coordinate with partners to align on customer needs and expectations, facilitating effective collaboration and service delivery.
- Provide training and support to partners as needed, empowering them to deliver exceptional service and support to mutual customers.
- It is your responsibility to assist Sycurio, manage and maintain certification for the following frameworks: ISO27001, PCI (DSS, Payment Application DSS, Software Security Framework, Secure Software Lifecycle), Cyber Essentials, HITRUST.

**Key Qualifications, Skills, Experience**
- Degree level education or relevant industry experience.
- 3+ years’ renewals/customer success experience in SaaS environments.
- Proven experience in debt recovery support and NPS management.
- Experience managing customer change requests.
- Strong analytical skills.
- Excellent communication skills, both verbal and written.
- Excellent relationship and rapport building skills.
- Ability to work collaboratively in a team environment.
- A self-starter requiring low level management time and attention to perform day to day activities.
- Knowledge of the Payments industry and PCI Data Security Standards.

**Benefits & Culture**

We are a market leader in secure voice transactions and trusted by our customers and partners. We are on a journey to secure all personal data. We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment. We are passionate, work hard, have fun and celebrate success.

What we'll give you;
- 25 Days Holiday
- Competitive Salary
- 4 x Salary Life Insurance
- Vitality Health Insurance
- HealthShield Cash Back Plan
- Employee Assistance Programme
- Bespoke Discounts and Communications Hub
- Up to 5% Contributory Pension

Sycurio is well funded and growing fast, you’ll be joining an organisation that combines an entrepreneurial ‘start-up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.

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