Customer Success Executive

2 weeks ago

Henley on Thames, United Kingdom Fidelity Group Communications Full time

**Job Title**: Customer Success Executive

**Location**:Henley on Thames - Office Based

**Salary**: Basic Up To £27,000 | OTE Up To £39,000

**Role and Responsibilities**

The primary role of the Customer Success Executive is to educate and train our customers on their solutions that they have in place with us. This would encompass the development of new skills, to guarantee customers are operating their solutions to its full potential post installation.

The job also requires the Customer Success Executive to maximize the profitability of the customer’s account, by upselling and promoting other products to enhance the customers’ experience and spend.
- Gain and maintain advanced knowledge of all our products to enable you to sell additional products / bolt-ons to existing customers
- Gain a strong understanding of the Customer’s goals and strategy in order to understand the products which may be most beneficial to their business
- Actively engage with customers by providing technical, more in-depth knowledge on the voice solutions we offer and to ensure they are maximising the capability of the products installed.
- Educate the client on new product enhancements and relevant features to drive engagement and adoption.
- Upsell and promote other products within the portfolio to existing customers.
- Speak to and visit customers once they have implemented a voice solution, assessing whether they would be referral sites or potential case studies.
- Cross-sell Group products post sale and installation
- Ensure the customer is using their voice solution to its full potential through regular reviews
- Gather customer feedback to ensure satisfaction and understand potential to take further products. Take the customer feedback to the business where there are requests for

additional features and product enhancements
- Conduct reviews and client success surveys to evaluate client experience and if objectives have been achieved

**Requirements**:

- Highly organized
- High level of administrative skills and attention to detail
- Exceptional verbal and written skills
- Competent understanding of in-house sales strategies
- Ability to spot and opportunity to upsell and promote further products
- Ability to exceed set deadlines.
- Previous experience in sales account management
- Good interpersonal skills and ability to train future employees
- Knowledge and understanding of MS Office packages including excel and PowerPoint would be highly advantageous

**What does success in this role look like?**

By achieving KPIs set out each month, the role will begin to achieve an increase in products sales to the existing customer accounts for additional product Bolton on services and new product solutions. It will also assist in increasing customer satisfaction by assisting on any points of escalation and assigning tickets to relevant departments to ensure swift resolutions.

**Salary**: £23,000.00-£27,000.00 per year

**Benefits**:

- Free parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay

Work authorisation:

- United Kingdom (required)

Ability to Commute:

- Henley-On-Thames (required)

Ability to Relocate:

- Henley-On-Thames: Relocate before starting work (required)

Work Location: In person

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