Customer Success Executive

7 months ago

Chester, United Kingdom Datascope Systems Ltd Full time

DataScope Systems is a dynamic, entrepreneurial and highly innovative SME based at Aviation Park just outside of Chester. First established in 2004, we’ve grown significantly over recent years and now have over 100 staff supporting customers in the UK, across Europe, the Americas and Asia. We provide a range of data collection, analytical systems and apps primarily for the construction industry but also now including wider sectors such as logistics, aviation, shopping centres, rail, highways and data centres working on major projects for some of the world’s leading tech giants.

We are looking for a Customer Success executive, to join what would be the start of a new department in the company. In this role, we are looking for someone to bring new ideas and protocols into our customer journey, and to introduce ‘industry standard’ Customer Success principals into our client experience. Our culture is a hugely important part of our success so it will be important that you fit a fast paced but hugely enjoyable environment where you will be managing multiple tasks concurrently.

**What you’ll be doing**
- Proactively engage with customers to understand their goals, challenges, and opportunities for success, and provide tailored solutions and recommendations.
- Help design a documented handover process, to work within the current customer journey, ensuring our clients are the priority in every stage of the process.
- Collaborate closely with cross-functional teams, including Sales, Training and Deployment, and Service Desk, to advocate for customer needs and drive product enhancements.
- Monitor customer usage and engagement metrics to identify trends, opportunities, and potential areas for improvement.
- Conduct regular check-ins and account reviews to ensure customer satisfaction and identify opportunities for upselling or cross-selling additional products/services.
- Conducting targeted site visits, to offer ‘on the ground assistance’ to ensure our clients receive real time problem solving.
- Champion customer success initiatives internally and externally, sharing best practices and insights to drive continuous improvement.

**Required Skills**:

- Proven experience in a customer-facing role, such as Customer Success, Account Management, or Client Services.
- Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Strong problem-solving abilities and a proactive, customer-centric approach.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Ability to learn new programmes quickly, with the confidence to ‘see one, do one, teach one’ when needed.
- Proven record of displaying organisational skills, recognising projected workloads and managing priorities successfully.
- Full UK driving licence required.

**Desirable Skills**
- Experience learning and overseeing bespoke software systems.
- Experience or Knowledge of the construction industry.
- Impressive record in a target driven sales environment.

**Why join us**:

- Opportunity to join a fast-growing company in a pivotal part of our journey.
- Exciting opportunity for career growth and advancement as we continue to expand and innovate.
- A chance to bring new ideas into an open and moving environment.
- A friendly, family-owned business with regular social events cultivating a strong team bond.
- Exposure to clients and site visits around the globe, giving employees experience working in a global market.
- On site gym membership included.

**Job Types**: Full-time, Permanent

Pay: £28,000.00-£32,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- On-site gym
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Work Location: In person

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