Customer Training Executive

5 days ago

ShorehambySea, United Kingdom FOCUS 4 U LTD Full time

Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology. We're equally delighted to have been named one of 'The UK's Best 100 Companies To Work For 2021', to have scooped an impressive 6th placein the telecoms sector and to have been awarded a 3* accreditation by Best Companies - the highest level awarded Best Companies, the renowned employee engagement specialists.

Our teams are experts in their field, passionate about finding the right solutions for our customers and committed to supporting each other. We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams areat the heart of Focus Group. Our people make the difference.

We are recruiting for a Customer Success Executive.

This is a small team who are the support for existing clients. The primary role of the Customer Success Executive is to educate and train our customers on their new hosted solution. This would encompass the development of new skills, to guarantee customersare operating their new voice solution to its full potential post installation.

The job also requires the Customer Success Executive to maximise the profitability of the customers account, by upselling and promoting other products to enhance the customers' experience and spend.

To be successful in this role you will be providing technical and more in-depth knowledge, maximising the capability and ensuring our customers satisfaction following the product installation.

This is to be accomplished by arranging a virtual or site visit with customers shortly after their new hosted telephony system has been installed as well as hosting monthly training and informative webinars to our client base.

You would be expected to gather opportunities for any add-ons or features that a customer can benefit from as well as other product arms in the group.

Main duties
- Gain and maintain advanced knowledge of all our products to enable you to sell additional products / bolt-ons to existing customers
- Gain a strong understanding of the Customer's goals and strategy in order to understand the products which may be most beneficial to their business
- Actively engage with customers by providing technical, more in-depth knowledge on the voice solutions we offer and to ensure they are maximising the capability of the products installed
- Educate the client on new product enhancements and relevant features to drive engagement and adoption
- Upsell and promote other products within the voice portfolio to existing Customers
- Speak to and visit customers once they have implemented a voice solution, assessing whether they would be referral sites or potential case studies
- Cross-sell Group products post sale and installation
- Ensure the customer is using their voice solution to its full potential through regular reviews
- Gather customer feedback to ensure satisfaction and understand potential to take further products. Take the customer feedback to the business where there are requests for additional features and product enhancements
- Conduct reviews and client success surveys to evaluate client experience and if objectives have been achieved

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference tothe future of our business.

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