Customer Success Executive

3 weeks ago

Wallingford, United Kingdom Group GTI Full time

To delight our customers by exceeding attraction expectations, providing exceptional customer service and demonstrating in depth knowledge of our audience and platform to secure yearly subscription renewals and upgrades.Outcomes

**Meet employer brand and attraction goals to secure yearly renewals.**
- Manage a portfolio of subscription customers providing an end to end service from onboarding to subscription review and renewal recommendations.
- Provide an efficient and effective service for customers on short contracts.
- Conduct onboarding meetings to understand the clients’ requirements, target audience, goals and areas of particular focus.
- You will monitor and optimise your client’s subscriptions to achieve their recruitment objectives.

**Deliver outstanding customer service to secure high NPS scores.**
- You will build a trusted and loyal relationship with your customer base.
- Your communication will be professional, timely, informative and charismatic.
- You will deliver timely and accurate administration of subscriptions including the distribution of roles across the network and collection of print collateral.
- You will seek out opportunities within GTI to delight your customers.
- The reporting you deliver will be complimented with intelligent explanations.

**Input in to efficient and collaborative internal ways of working and processes.**
- You will be the voice of the client as you input into commercial, marketing and product development.
- Through your knowledge of our client and their objectives you will identify upsell opportunities and work with account managers to secure the renewal.
- Following both your own ideas and direction from others, input and run working process improvements as we strive to deliver optimum team performance.

Person Specification
- You will be a fast learner of platforms and processes.
- You will be a good listener inspiring confidence and trust.
- You will be a strong team player
- You will be incredibly organised with the ability of managing upwards of 50 relationships.
- You will be confident with reporting and analysis, able to explain data to your customers.
- You will be committed to improving working practices, identifying efficiencies and areas of opportunity.

**Work Experience, Knowledge & Skills**:

- Experience of working in an administrative customer facing role
- Knowledge of student and graduate recruitment processes
- A confident and professional manner with excellent written, phone and conversational skills
- Basic understanding of website performance data
- Computer literate - MS Office, CRM systems
- Proactive, adaptable and a quick learner
- Focused, conscientious, efficient with excellent time management skills
- Collaborate with peers and other people inside and outside the business

Other information
- Permanent role, 37.5 hours per week between Monday to Friday 9.00 - 5.30pm
- 3-month probationary period
- Training providedAbout Group GTI

**We aim to help students realise their potential in the world of work through technology, content and tools. That’s not an easy thing.**

We believe in understanding students and partnering with employers, universities, schools and other technology providers.

Documents
Gti hiring of ex-offenders policy
Click to view
Gti background checks policy
Click to view

**Department**

UK Customer Success

**Employment Type**

Permanent - Full Time

**Location**

Wallingford, UK - Hybrid

**Workplace type**

Hybrid

**Documents**

Gti hiring of ex-offenders policy.pdf

Gti background checks policy.pdf

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