Customer Success Executive

1 week ago

Manchester, United Kingdom Morgan King Professional Services Full time

Customer Success Executive Our client: "We are a business intelligence platform that empowers companies to harness data to drive revenue, mitigate financial risks, and streamline compliance processes.
Since 2012, we've supported businesses of all sizes, helping thousands thrive.
Our mission is to become the UK's leading provider of business data intelligence and analytics, specialising in growth prediction, global compliance risk, and insolvency by 2025."
Job Summary: As a Customer Success Executive, you will be instrumental in ensuring customers' satisfaction and success by delivering exceptional support and guidance.
You'll act as a key point of contact for clients, handling inquiries, resolving issues, and providing proactive engagement through phone, email, and chat.
Reporting directly to the Head of Customer Experience, your role is critical to achieving industry-leading retention rates and supporting the organisation's ambitious goals.
Key Responsibilities Customer Onboarding Develop and execute seamless onboarding programs to set customers up for success from the outset.
Conduct detailed sessions to familiarise new users with platform features and benefits.
Create and deliver training materials, including webinars, tutorials, and user documentation.
Customer Engagement and Support Provide responsive support via phone and email, logging service tickets in HubSpot.
Proactively engage with customers to ensure they achieve their business objectives using the platform.
Create trial account requests for internal teams.
Escalate technical issues to the appropriate team and manage external supplier tickets to address discrepancies.
Customer Training and Adoption Deliver refresher and advanced training sessions upon request.
Drive user adoption by implementing strategies that promote the full utilisation of platform capabilities.
Launch campaigns highlighting new features and functionalities to boost engagement.
Customer Success and Value Delivery Monitor customer health metrics and usage data to identify and mitigate churn risks.
Conduct regular business reviews to showcase customer success and discuss future objectives.
Act as a customer advocate, providing insights and feedback to improve product offerings and overall satisfaction.
Ad Hoc Duties Assist Customer Success and Account Managers with additional tasks as needed.
Build strong customer relationships by understanding their operations and providing tailored support.
Qualifications & Experience Exceptional written and verbal communication skills.
A passion for problem-solving and familiarity with cloud-based technologies.
Empathy and a deep understanding of customer needs.
A self-starter mindset with a creative approach to problem-solving.
Interest in company data is a bonus, but not essential.
Personal Traits Thrives in a fast-paced, customer-focused environment.
Embodies core values: drive, collaboration, community, challenge, and trust.
Demonstrates adaptability, resilience, curiosity, and ownership.
Values diversity and fosters an inclusive environment.

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