Customer Success Executive

2 months ago

London, United Kingdom Relative Insight Full time

About us

Relative Insight is a SaaS based text analysis tool which analyses our customer’s text data like surveys, reviews, customer experience and social, to reveal critical business insights.

We believe that text data represents one of the biggest and most valuable - but often, most under-used sources of business value. It tells us why things happen, how people feel, and how best to engage with them.

The software leverages a comparative methodology developed in law-enforcement to give transformative insights, meaning our customers can make smarter and more informed decisions across their business.

Due to the rapid expansion of the business, we have an opportunity for a Customer Success Executive to join one of the region’s most innovative and in-demand start-ups, working with world-leading customers such as Sky, Starbucks, Unilever and Nespresso.

Working in a fast-paced, high-growth environment, the success team is consistently expanding, they are an amazing team and embrace challenges together, supporting our professional development and encouraging internal promotions. As you develop, there will be opportunities to expand the remit of the role-based upon your skills and appetite.

The profile we look for are people with the skills and expertise to work with these clients - helping them define research briefs, carry out the analysis and then report back the findings in a clear and action orientated way by supporting them along their journey.

**Responsibilities**:

- You will be supporting the Customer Success Research Director and the wider Customer Success team to deliver insights to our customers and act as one of the key point of contact for day-to-day queries.
- You will be analysing a range of qualitative data, creating insights and using storytelling techniques within the platform to answer customer briefs to achieve their research and business objectives.
- You will work across a range of clients in different markets across many use cases. No day or customer brief is ever the same.
- You will act as the voice of our product and ambassador of our brand by helping the account team on QBRs, road mapping and data analysis

In your first few months you will go through extensive training before getting involved with tasks like:

- Collaborating: working closely with lots of different teams to ensure clients receive the appropriate support at different stages of the customer journey.
- Spotting commercial opportunities for our Account Managers to up-sell or cross-sell (e.g., if you think they would benefit from a consultancy service or additional features).
- Problem solving: Engaging with different clients, understanding their business objectives, and helping them to solve complex questions
- Easily actionable: Providing understandable insights which can be actioned by the client based on their needs.

What we’d like to see:
Must have
- Willingness to learn and try new insight techniques, have a curious mind, and thinking outside of the box
- Someone who can support the customer through their onboarding and making them an advocate for our brand inside their own organisation.
- A confident and professional communicator - someone who would have no trouble presenting and explaining their insights to a client.
- The ability to summarise these findings in a clear and compelling report or presentation, and present back directly to the end client.
- Experience of engaging with variety of stakeholders, helping shape projects and reporting the findings back to them.
- Able to work across all levels of the company, working independently and managing your own workload.

Nice to have
- Someone who would be willing to work with a client to form the brief and turn it into a set of research questions that can then be answered.
- Previous exposure with market research techniques, brand language and customer insights.
- Someone who can think on their feet and suggest alternative ideas to the clients real world problems.
- Someone who is a creative thinker, can see connections and make inferences.
- The ability to interpret data/analysis and convert it into key insights that would be of relevance and can be acted upon by our clients.

*Please note, this role is flexible on location as long as you are based in the North West. There will be an expectation for you to travel to our offices in Lancaster minimum two days a week.*

What to expect with us:

- You'll be part of a small but rapidly growing team so your input is truly valued and important to our growth
- Your voice is always heard at every level. Ideas have been taken and implemented from all levels which have been integral to our success so far
- We’re still at a stage where your work will get recognised by the C-Suite team
- You will get training and coaching on best practice on how to use best in market tech stack
- We promote from within. Believe that. From your first day we will be talking about your career here and work with you to make sure you

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