Customer Success Executive

3 weeks ago

Oxford, United Kingdom Global Water Intelligence Full time

**Customer Success Executive - International Water Industry**

**Location**: Oxford OX1 1XX (hybrid working option available)
**Salary**: £25,000 - £27,000 per year, dependent on experience (with a 6-month probationary period)
**Bonus**: Quarterly
**Contract**: Full time, Permanent, 37.5 hours per week

Global Water Intelligence (GWI) is the world’s leading intelligence service on the global water industry. With our business growing, and the way we interact with our clients evolving, we’re looking for an ambitious **Customer Success**Executive to join our team.

Our business is based on being a trusted interface between our clients and their markets, and we are proud to lead the industry with our interactive data platforms, high value journalism and conferences. We take pride in our commitment to supporting clients,ensuring that we maximise the value they derive from our products through training sessions and providing dedicated support.

Joining Customer Success at GWI means playing a crucial role in that commitment to maximising product value. As a Customer Success Executive, you’ll focus on optimising client touchpoints with our flagship GWI WaterData market intelligence platform, ourinnovative GWI Network membership model and industry-specific platforms such as UltraPure Microelectronics.

We’ll teach you everything you need to know about the industry so that you, supported by our excellent Customer Success and Sales teams, can take the lead on empowering clients to use our products to their fullest. You’ll develop a nuanced understandingof how clients engage with our products and play a key role in driving internal improvement by reporting on usage analytics and identifying patterns in the customer journey.

If you’re an analytical thinker who’s ready to grow quickly in an entrepreneurial environment, where you can take on real responsibility and shape the direction of our customer-facing services, we want to hear from you.

**Requirements**:
**The successful Customer Success Executive will have**:

- Good verbal and written communications skills
- Professional attitude and excellent telephone communication skills
- Strong customer service and listening skills
- Good computer literacy skills
- Be enthusiastic and dependable
- Effective time management
- Analytical and presentation skills
- University degree preferred but not essential

**Responsibilities**

Working closely with the Sales and Customer Success teams, you’ll help maintain our existing subscriber base by offering training and support to all our subscribers, answer customer queries regarding our data and services, report on usage analytics and identifypatterns in the customer journey.

**Your responsibilities will include**:

- Training and supporting existing subscribers on our different products
- Understanding the platforms to a high level in order to answer queries about the data and analysis we provide
- Communicating customer feedback between internal teams (ex. Content, marketing)
- Analysing usage data to produce reports for both client and internal use
- Analysing user behaviour to map out the customer journey

**Benefits**
- We are global: Our market is totally international, and we need to reflect that. We travel a lot and around 40% of our staff don’t come from the UK.
- We work for each other: We do work hard, but not out of fear or greed. It is because we care for each other, and it lightens the load of everyone if we all pull together.
- We balance the commercial with the idealistic: We are passionately committed to addressing the world’s water challenges, but we can only do what we do because we are a profitable business.

**Applicant instructions**:
No agencies please.

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