Senior Customer Success Executive
4 weeks ago
About the Role:
We are seeking a highly skilled Senior Customer Success Executive to join our team at Alcumus. As a Senior Customer Success Executive, you will be responsible for the renewal of our customers' SafeWorkforce consultancy 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.
Key Responsibilities:
* Prepare for each customer meeting with a greater understanding of their known experience, based on internal and external insight available.
* Take a consultative approach with customers that understands their challenges through effective questioning and active listening.
* Respond effectively to customer queries regarding the membership, including basic health & safety and human resource requirements and membership features & benefits.
* Structured and methodical approach to task management, prioritisation, and pipeline management.
* Build and articulate a weekly productivity plan to ensure milestones are set and achieved.
* Identify and interpret risks and issues in the data that could influence churn, implementing strategies to improve processes, tactics, strategy, inputs, and outcomes through weekly pipeline calls.
* Engage customers over phone and email to discuss service expectations and changes to renewal costs.
* Accurate consolidation of all customer engagement recorded within the CRM system.
* Administration of the sale involving processing payments, issuing proposals and contracts.
* Ensure CRM is kept up to date with correct information relating to the customer account.
* Recommend new ideas and methods of working to ensure that a high conversion rate of customers renewing the membership is attained.
* Welcome feedback and coaching with a continuous improvement mindset through weekly call recording sessions.
* Contribute to group coaching sessions and discussion with an objective and progressive ethos.
* Achieve individual and team targets and KPI's.
* Taking a proactive approach and communicating with wider teams to ensure an efficient and slick customer experience.
* Be able to work autonomously and responsibly with optional concessions to help improve the customer experience.
* Compose professional and compelling email communication to engage members, always sharing best practice with your team.
Requirements:
* Experience with telesales and objection handling experience, ideally within a B2B subscription-based retention function.
* Positive, can-do attitude and a proactive approach to customer experience.
* Excellent organisational skills, and strong attention to detail to autonomously prioritise tasks based on business requirements.
* Proven track record of exceeding target expectation.
What We Offer:
Alcumus is committed to providing a supportive and inclusive work environment. We offer a range of benefits, including enhanced parental leave, generous annual leave, healthcare plan, and pension scheme with employer contributions. We also offer a hybrid workplace policy, where you will work from the office 3 days per week.
How to Apply:
If you are a motivated and experienced customer success professional looking for a new challenge, please submit your application. We look forward to hearing from you.
Equal Opportunities Employer:
Alcumus is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion in the workplace and are proud to be an employer of choice for people from all backgrounds.
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