Customer Success Executive

**Salary**: Competitive plus benefits
**Type of work**: Permanent
**Location**: Glasgow
About the role
We’re recruiting a Customer Success Executive to join our team at Pick Protection.
Why choose us?
33 days’ annual leave
Generous employee discounts
Private healthcare
Workplace pension
Life assurance
and much more
Hours
Full time, Monday - Friday 8.30am - 5pm
Location
You'll be based at our Head Office, on Kilbirnie Street in Glasgow.
About the role
Pick Protection provides a range of lone worker protection solutions. Our mission is to enable safety through technology. We pride ourselves on technical excellence and high user adoption, while providing an outstanding customer experience is a core element of our offering. We are keen to ensure our customers remain with us for years to come and our Customer Success Executive will play a key role in this by driving a high level of engagement and customer satisfaction.
Working closely with core team members across the business, you will be responsible for customer service through every stage of the customer journey; from trial, to onboarding and ensuring customer retention. You will be the first point of escalation for any customer issues or enquiries and will have sole responsibility for managing and reporting on customer usage.
Day-to-day duties
Build strong relationships with customers.
Oversee the implementation, training and roll-out of our solutions in various industries.
Manage customer trials and provide ongoing support to customers.
Liaise with the sales team to ensure successful customer trials and account management.
Drive user adoption. This might include creating feedback surveys, analysing usage levels and checking in with customers regularly.
Provide training (and demos) in various forms to internal staff, customers, partners and prospects on how to set up and use our solutions which includes hardware and software.
Prepare tailored end of trial and monthly reports for customers.
Resolve customer issues from identification through to resolution.
Engage with in-house developers to resolve issues.
Adhere to our customers’ service level agreements dealing with enquiries in a professional and timely manner.
Test new product features and provide content to make customers aware of any changes.
Provide excellent customer service with the aim of 100% customer retention.
Develop an in-depth understanding of Pick Protection’s solutions and management portal.
Develop an in-depth understanding of all processes related to customer management.
Become confident at both user and technical issue identification and resolution.
Work collaboratively the core team.
Essential skills and experience
HND / BA / BSc degree or equivalent
Prior experience in customer support / customer success role
Experience delivering services to corporate customers
Highly organised and efficient
Proactive in approach to customer service
Friendly and enthusiastic when dealing with customers
Comfortable with and quickly to learn new technology
Fast learner with ability to work on own initiative
Excellent communication skills, oral and written
Time management in planning and managing your own work
Experience delivering services to enterprise customers
Project management skills, with experience handling multiple customers and streams of work
Issue identification and data gathering
Experience with issues and project tracking software
Experience using Hubspot CRM platform
Experience using Google Workspace
Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do - diverse in our make-up, united in our goals.
To find out more about Life at Arnold Clark, visit our website.
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**Benefits**:
Every Arnold Clark employee is entitled to a wide range of benefits, including:
Discount on new and used vehicles
Contributory pension scheme
Private medical insurance
Life assurance