Customer Success Associate

**Customer Success Associate**

This is a hybrid role, whereby the working week will entail a combination of remote home working (3 days per week) and working from the office 2 days a week. Our HQ is currently based in Lichfield, Staffordshire (approximately 10 minutes’ walk from Lichfield train station, with direct routes from Birmingham city centre).

**Who are we?**

At Inventory Hive we develop market-leading cloud-based software (property inspections and 360° tours) within the property and accommodations sector.

We’re award winning and have been first to market with many new innovative features in recent years and our clients range from world famous universities to thousands of lettings agents and landlords throughout the UK.

**What’s on our roadmap?**

We’re in the midst of building an array of new features to help maintain our fast growth. These new features will be a game changer for the industry.

**Responsibilities**:

- Be the primary point of contact and build long-term relationships with customers
- Develop a trusted advisor relationship with key accounts and customer stakeholders
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Monitoring customer accounts to ensure timely subscription payments and maintaining accurate records of all transactions (basic reconciliation duties with training provided).
- Forecast and track key account metrics
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organisations
- Enhance department and organisation's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
- Monitor and analyse customer's usage of our product
- Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships
- Liaise between the customer and internal teams

**Requirements**:
The ability to drive and access to transport are critical for meeting the demands of the role, which may include visiting clients, attending meetings, and performing other duties that require mobility.
- Proven account management or other relevant experience
- Demonstrate ability to communicate, present and influence credibly and effectively at all levels of the organisation
- Experience in delivering client-focused solutions based on customer needs
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications skills
- 1+ years of experience within a similar role
- Deep digital understanding
- Self-motivated and able to thrive in a results-driven environment
- Natural relationship builder with integrity, reliability and maturity
- Ability to prioritise among competing tasks
- Critical thinking and problem solving skills
- Understanding of internet technology
- Excellent time and project management skills. You're always looking to improve inefficient processes

**Here’s what you’ll get in return**:

- Salary is negotiable depending on experience.
- Hybrid/remote working options.
- 25 days holiday (plus Bank holidays and Christmas closure).
- Laptop and VoIP phone with additional software/peripherals.
- Employee benefits package, including private medical insurance, online GP, employee assistant programme and retail discounts.
- Pension scheme, lots of coffee, pub trips and McDonald’s breakfasts (office days only, of course).

Pay: From £30,000.00 per year

Additional pay:

- Commission pay

**Benefits**:

- Company events
- Company pension
- Private medical insurance
- Store discount
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Lichfield WS14 9BW

Reference ID: Hive May 25
Expected start date: 01/07/2025