Customer Success Executive

5 days ago

Cardiff, United Kingdom Alcumus Group Full time

Description

The Customer Success Executive holds responsibility for the renewal of our customers membership subscription. This involves building relationships throughout their membership with us, ensuring service expectations are being delivered as a minimum, and opportunities to better utilise and maximise our services are explored, ultimately leading to successful renewal of the membership.
What that means day to day

Prepare for each customer meeting with as greater understanding as is reasonable of their known experience, based on the internal and external insight available

Structured and methodical approach to task management, prioritisation, and pipeline management

Build and be able to articulate a productivity plan to ensure milestones are set and achieved

Identify and interpret risks and issues in the data that could influence churn

What you’ll need to be successful

Telesales and objection handling experience

Phone-based customer service experience

Excellent customer experience skills

Have a proven track record of exceeding target expectations (external)

What you’ll get in return

FOR THE HERE AND NOW - We provide a mature and flexible ‘work your way’ culture, generous holiday allowance, a ‘giving day’ to give back to others, enhanced family friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme and paid time off when you’re physically and mentally unwell.

FOR FUN - You spend a significant percentage of your time with your colleagues (and what a great bunch of people they are) and it’s important to us that everyone contributes to an environment that is positive and full of laughs. We’ve always got something going on, from charity events and competitions to recognition events and awards and we encourage our teams to get involved and have fun along the way.

Sound interesting so far?

**What you can expect if you apply**:

- An interview process consisting of:

- An initial discovery call with the recruiter
- A first stage interview via Microsoft Teams
- Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.

**Who we are**:
By this point, you’ll likely have decided if the role sounds up your street, but what about Alcumus as an employer?

Time to introduce ourselves

We believe that everyone should be able to go home safely from work every night, so we’ve made it our mission to build risk management solutions that are far beyond simple box ticking exercises, instead embracing new and evolving technology that will support our clients to keep their workforce safe.

We’re a PE backed, high growth business that sets ambitious goals, moves at pace, and fails fast. We believe that if you look after your people, they look after everything else, so we place significant emphasis on providing stretch for personal development. Our growth will be your growth.

We value diversity and work hard to foster a culture where everyone can bring their whole self to work, each and every day. Every one of our people is unique, and that’s what makes Alcumus stronger as a whole.

**What we stand for**:
Our values are the core of our business and fundamental to the way we work. In your role, you will;
Be a team player - working collaboratively and being consciously inclusive with your colleagues

Be brave - sharing your ideas, challenging the status quo, and taking responsibility for the part you play

Know your stuff - continuously developing your skills and expertise, with the support from our many learning offerings

Enjoy the journey - contributing to a positive working environment that enables you and everyone around you to be at their best

Equal Employment Opportunity

If you are contacted for an interview and require accommodation/adjustments during the interviewing process, please let us know.

Follow #careerswithalcumus to keep up to date with new vacancies and experience the everyday life at Alcumus.

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