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Customer Success Manager

1 month ago

London, Greater London, United Kingdom WeFlex Ltd. Full time

About WeFlex Ltd.

WeFlex Ltd. is at the forefront of the electric vehicle revolution, aiming to make electric vehicles accessible. Our mission is to provide ride-hailing drivers with finance to purchase various electric vehicles, from affordable MGs to luxury Mercedes and Teslas.

We are a close-knit team of dedicated professionals, growing rapidly (60% YOY, profitable for the last 2 years) and expanding our fleet and customer base. We are seeking a dedicated and customer-focused Customer Success Manager to join us in this exciting growth stage of our business.

Job Overview

As a Customer Success Manager at WeFlex Ltd., you will be the main point of contact for our B2C customers. Your job is to ensure our customers are happy, supported, and getting the most out of our services. You will work closely with customers to solve their problems, answer their questions, and help them with their vehicle needs.

Key Responsibilities

  • Develop and maintain strong, long-lasting relationships with customers, acting as a trusted account manager to help clients achieve their goals.
  • Proactively identify opportunities for customers to maximise their usage driving utilisation.
  • Quickly and effectively solve any problems that come up. Collaborate closely with Sales, Payments, and Support teams to deliver seamless customer experiences and resolve any issues that arise.
  • Help customers with any issues or questions they have about their vehicle. This could be over the phone, by email, or face-to-face.
  • Build strong relationships with our customers. Make sure they feel valued and supported throughout their lease period.
  • Help new customers get started with their vehicle and make sure they understand how everything works and feel comfortable with their decision.
  • Host regular "WeHelp" events for new and existing customers in the office.
  • Keep customers happy so they stay with WeFlex Ltd. Reach out to customers regularly to check in and offer any additional support they might need.
  • Listen to what our customers are saying. Share their feedback with the team so we can keep improving our services.
  • Work to understand the reasons behind customer any customer dissatisfaction and to create effective success strategies.
  • Support the Retention of our customers.
  • Fulfilling any other ad-hoc customer experience tasks as required.

Requirements

We are looking for a candidate with:

  • A bubbly, charismatic & friendly personality.
  • At least 1 year of experience in Business Development Management, Customer Success Management or Team Management.
  • Great communication skills, able to explain things clearly and listen to customers' needs.
  • Problem-Solving Skills Be ready to tackle any issues that come up and find the best solutions for our customers.
  • Resilience: The ability to stay positive and professional, even when things get tough.
  • Confident in building relationship customer relationships.
  • Excellent organisation and interpersonal skills.
  • Comfortable with engaging with groups of customers face-to-face.
  • Proficient in using MS Office (including Excel) and CRM software.

Benefits

  • Bonus: Discretionary performance-related bonus scheme in place (capped at 10% annual base salary) following probation, paid quarterly.
  • Pension: Statutory pension scheme.
  • Holiday: 20 days per year plus bank holidays.
  • Make a Difference: Help people get the cars they need to improve their lives and the environment.
  • Career Growth: We offer opportunities for you to grow and advance in your career.
  • Supportive Team: Join a friendly and supportive team that values your contributions.