Customer Success Executive

3 weeks ago

Cobalt Business Park, United Kingdom Stangate HR Full time

**Role: Customer Success Executive**

**Location: Newcastle with hybrid working and flexible start times**

**Salary: £40,000**

**Benefits: 33 days holiday, healthcare plan and Perkbox**

My client is transforming workforce training across the world within the global energy sector and is a market leader provider of training, learning technology and simulation solutions. By using ground-breaking new technology, it delivers world-class, industry-focusedtraining solutions enhancing performance enabling people and companies to work smarter, safer, and more efficiently.

This division of the business focuses on cloud-based software and technology. Designed to help business manage, deliver, and monitor their workforce training and learning to advance their safety, knowledge, skills, competency, performance, and compliance.

Software and Learning Technology they offer includes: cloud based technology, immersive learning technology and mobile learning platforms.

Collectively the Group offers customers a fully blended learning experience combining face to face training, online learning, virtual reality, and simulations all in one offering.

**Objectives of the role**
- Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
- Ensures all customers are successfully using the product or service they’ve purchased from the company.
- Aligning with the support team on resolution of major tickets
- Provides technical support and ad-hoc training to customers who use the company’s product
- Ensures customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
- Relaying customer feedback to the product team
- Helping onboarding to overcome any delays in implementation

**Duties and Responsibilities**
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
- Collaborate, problem solve, and/or strategize upcoming client meetings with team members
- Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyse trends in C-Sat/NPS scores to identify areas of improvement
- Work with the sales and marketing team to develop customer references and develop case studies
- Work with the product team to ensure they have access to customers as well as their requirements

**Person Specification**

You will be a highly motivated, driven individual with a commitment to getting things done. The client will be at the centre of everything you do, and you will contribute to the growth and success of the business through your skills and experience. You willhave:

- Thorough knowledge of (or eagerness to learn about) the company’s products and their capabilities.
- Technical aptitude and the ability to understand and explain complex concepts in simple terms.
- Great interpersonal and relationship-building skills.
- Customer service experience and a customer-centric attitude.
- Some B2B sales experience is often beneficial as the role may involve upselling.

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