Client Success Executive

**Job title **Client Success Executive

**Location **Remote, with attendance at Head Office in Canterbury, as required, and client sites

**Salary **Starting salary £25,000 - £30,000 dependent on experience

**Holiday **25 days plus bank holidays

**Hours **9.00 - 5.30, Monday to Friday, 1 hour lunch with occasional requirement for an earlier start/later finish depending on business needs

**THE COMPANY**

The business is an established and award-winning software company providing innovative solutions to a growing list of leading eCommerce clients throughout the UK. Based in the heart of Canterbury, the company offers a relaxed working environment that encourages growth and development, and which is dedicated to supporting its clients through the development of industry-leading technology.

**THE ROLE**

As part of a growing team, we are looking for two Client Success Executives.

As a Client Success Executive, you will be responsible for being the first point of contact for clients across a number of communications channels and answering any queries/questions they may have. You will be the face of the company, demonstrating our exceptional level of service to a wide range of people from company directors to the more hands-on web developer teams. You will build relationships with clients from the initial onboarding process to regularly ensuring that they are maximising use from the product.

**KEY RESPONSIBILITIES**
- Be the first point of contact for clients across a number of communications channels and answer any queries/questions putting the client first at all times
- Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value.
- Own the onboarding process and onboard new clients to Tribe Monitoring ensuring new clients are set-up to their requirements.
- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Gauge clients levels of engagement with the company and provide feedback to other teams regarding product and service improvements.
- Be able to manage multiple projects at once and meet deadlines where required.
- Deliver and/or arrange training sessions as needed for technical and non-technical users online or on-site (depending on covid restrictions).
- Clearly communicate technical information to a wide variety of audiences some of which may not be technical.
- Conduct annual, quarterly and yearly service reviews with clients online or face-to-face at Client Head Offices (depending on covid restrictions).
- Promote customer awareness of new releases and features.
- Communicate with various other departments to resolve clients queries/questions, always putting the client first.
- Assist the product owner, where needed, with the development and requirements of new features for clients.
- Contribute to service and process improvements within the Client Success team.

**REQUIREMENTS**
- Essential_
- Keen to learn new concepts about user experience and technology.
- Highly organised with regards to prioritisation, planning and documenting
- Ability to multitask and manage multiple projects simultaneously.
- eCommerce awareness
- Ability to build trusted relationships
- Excellent problem-solving skills and ability to exercise initiative
- Self-motivated, well organised and able to prioritise
- Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service
- Ability to build relationships internally across different levels of the zrganisation and externally
- Ability to clearly translate technical information to a variety of different audiences, from technical to non-technical.
- Desirable_
- Degree in Business/Information Technology or related fields is desired but not essential.
- A good understanding of Google Analytics would be an advantage but not essential.

**APPLICATION**

Pay: £25,000.00-£30,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

Application question(s):

- Are you able to clearly translate technical information to a variety of different audiences, ranging from technical to non-technical?
- Do you have eCommerce awareness?
- Are you keen to learn new concepts about user experience and technology?

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Canterbury, CT1 1UT

Application deadline: 24/06/2022
Reference ID: TT/CSE