Customer Success Associate

6 months ago

Leeds, United Kingdom BigChange Full time

Our Purpose is to improve lives by accelerating growth and sustainability in our community. The role is critical to this purpose by developing value for our customers through our products and services and this driving retention and lifetime value,

We are looking for a pro-active and determined individual with excellent customer service experience to help our customers grow stronger. This is a great opportunity for a graduate with eagerness and capability to learn all areas of our JobWatch product and associated IT services.

Areas of responsibility include:

- Deliver Customer Success to a named portfolio of new and existing customers.
- Through participation in external forums or through personal reading, develop an expertise in Customer Success methodologies and competencies.
- Serve as ambassador for customer success by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their goals/objectives.
- Demonstrate advanced insights and understanding of each customers’ business priorities.
- Construct and implement a Customer Success Plan across all steps of the customer journey, properly set customer expectations for each milestone (Sales, Product Management, Customer Success, Onboarding, Roadcrew ), reinforce ecosystem handoffs, prepare and anticipate customer needs to drive positive customer experience and achieve desired outcomes.
- Proactively communicate the product roadmap.
- Develop and share Customer Success best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
- Manage BigChange’s personal data and confidential information responsibly, and maintain its quality, confidentiality, integrity, and availability at all times. Report personal data and security near-misses and incidents promptly and cooperate in their resolution.
- Be aware of and comply with the BigChange Health and Safety Policy and related legislation; report Health and Safety near-misses and accidents promptly and collaborate to document and resolve.
- Responsible for defining and executing renewal strategy.
- Ensure accurate management and recording of renewal data to conduct renewal discussions 18 month in advance of contract end.
- Upselling of additional licences.
- Assist with large, complex onboarding requirements and ensure relevant milestones are met during this process
- Manage NPS survey data at both a transactional and relationship level.
- Manage and report on customer product usage ensuring that customers are using licences and getting value from the service.
- Track, report and manage customer health score using Customer success platform

**Requirements**:

- Proven customer focus.
- First class communication and presentation skills.
- Proficient in Microsoft packages with advanced knowledge of Microsoft Excel to manipulate data and present trends.
- Approachable, with great listening and interpersonal skills, customer empathy and determination to resolve issues.
- Can write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
- Practices attentive and active listening, has the patience to hear people out.
- Action orientated and well organised.
- The ability to prioritise; can zero in on the critical few and puts the trivial aside.
- Demonstrates a desire for continuous learning and improvement.
- Relates well to all kinds of people, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Is cool under pressure, does not become defensive or irritated when times are tough.
- Pursues everything with energy, drive, and a need to finish; seldom gives up, especially in the face of resistance or setbacks - Ability to work in a team to provide cover/support during peak times/holidays/sickness.
- Flexible and adaptable - this is a relatively new role and will develop over time

**Benefits**
- 27 days annual leave, increasing by a day per completed years service up to a maximum of 30 days.
- An additional 4 gifted BigRecharge days, allocated once a quarter where we all take a paid day off to focus on our wellbeing.
- Gym or zwift membership contributions.
- Flexible working and remote working options.
- Income protection and death in service.
- Health care cash plan.
- Enhanced family friendly policies from day one of employment with a £200 gift from BigChange on the arrival of a new baby.
- Company events.
- Learning and development opportunities.

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