Customer Success Executive

**CUSTOMER SUCCESS EXECUTIVE**

Full-time

Location: Reading

**Salary**: Competitive

What will you be doing?

As a Customer Success Executive you’ll be forging strong and positive relationships across a selective number of our larger customers. You’ll be a ‘product expert’ for our customers, offering guidance, improving successful adoption, and ensuring they have a long-term engagement with our products.

Working with the Business Development, Sales and Marketing Director and Customer Service Manager, you will help to continue evolving and improving our customer success framework and input into our customer success strategy. You will support the implementation of our strategy across a variety of customers, and you’ll ultimately play a key role in making it happen.

Your responsibilities will include:

- **Customer Champion**
- Acting as a point of contact for current customers, keeping them briefed on our product roadmap, and engaging their key contacts with their platform and our business, with the aim of generating customer loyalty and retention.
- Identifying opportunities for upselling/cross-selling and converting key contacts into brand advocates.
- Provide feedback to the technical team on customer ideas/feedback to include in future releases.
- **Driving adoption**
- Understanding what good technology adoption looks like and how to improve it within our customer base.
- Understanding what best practice looks like and making sure it’s shared with our customers.
- Supporting Customer Success to deliver against the system needs of the customer base, with focus of activity centered on improved and increased utilisation and adoption of the products.
- Conducting Executive Reviews, tracking customers’ health and outcomes to ensure value and achieve ROI.
- **System Guru**
- Having in-depth knowledge of the products and services used by customers;
- **Training**
- Conducting basic walkthroughs of the product with existing customers and scheduling rudimentary adoption sessions, whilst continuously reviewing the requirement for further training sessions.
- Designing adoption webinars that can be utilised across our wide range of customers.
- .
- **Accurate data & reporting**
- Producing platform reports/mapping across the customer base.
- Analysing and reporting on customer satisfaction data providing recommendations for improvement to the customer experience.
- Analysing and reporting on customer health scores and identifying customers that need improving, providing solutions along the way.
- **Team-player **
- Collaborating with our internal teams, especially our Commercial, Project Management and Operations teams.
- Working closely with the Commercial team to drive renewals and adoption of more products and modules.
- Working with the customer and internal teams to make sure we deliver the outcomes and successes we have agreed.

Key skills & experience
- Passion about delivering exceptional customer service for the success of the business.
- Deep understanding of what value and success look like for recruiting and HR leaders.
- Ability to work across different levels of customer stakeholders from HR Director to the operational recruiting and IT teams, as well as a number of internal teams.
- Ideally previous experience working as systems trainer, project manager, business analyst or customer success manager, with familiarity of SAAS HRIS/ATS technology (preferred).
- Knowledge of best practise recruitment processes is an advantage.
- Good verbal and written communication, with presentation skills.
- Ability to work under your own initiative.
- Experience in working on multiple projects often at the same time, with evidence of how to do this well and hit deadlines or project milestones.
- Excellent organisation skills and a can-do attitude.
- Ability to articulate the customer requirements at a broader, cross customer level, to support the creation of successful on-going products for us

**Salary**: £30,000.00-£40,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- READING: reliably commute or plan to relocate before starting work (preferred)

Work Location: One location