Junior Customer Success Exec £20-25k

2 weeks ago

Bourne End, United Kingdom GradBay Full time

**The Business**
Established in 2009 this tech start-up works with leading research organisations and academics around the world to help them identify, capture and report the impact of their work. This is achieved through training workshops, consultancy services and its uniqueproprietary platform which tracks the environmental impact of research projects. Due to increase demand for its service the company are now looking to hire a Junior Customer Success Executive.

**The Job**
You will join the company as a Junior Customer Success Executive responsible for communicating with new and existing clients e.g., UK Universities and academic research organisations about how to use the platform.

Full training is provided through an extensive induction plan allowing you to feel fully equipped working with the platform and how it helps measure the impact research has on society and the surrounding environment.

Job Breakdown
- Provide platform demonstrations to new prospects requesting demonstrations through the company website and Marketing Team’s work
- Help build presentations based on customer feedback e.g. from a university research department and tailor how the platform can help their specific needs
- Work with existing customers, typically on 5-10 year contracts, to ensure they are using he platform to the best of its ability
- Gather product feedback from users and send this to the Development Team using the project management tool Jira.
- Organise client workshops and webinars to re-train customers or show ne updates
- Regularly track and analyse client usage and satisfaction
- Identify opportunities for account expansion and renewals
- Use client feedback to modify or create new course materials and training/ e-learning resources to meet specific training needs

The company offer flexible working patterns with most team members working 2 days per week in the office and 3 days from home.
- Organised and hardworking individual
- Comfortable showing prospective customers how to use a tech platform
- Ability to build rapport and coordinate with internal teams and clients
- Willingness to travel almost exclusively to UK Universities
- Competitive nature
- Proactive and independent flexible working required
- Enthusiastic to engage with new technology platforms
- A driving license

Bonus Points For:

- Experience or knowledge of university &/or research departments
- Experience working in Customer Success
- Experience holding webinars or workshops
- Fluency in a European language in particular, German, French, Spanish, Dutch

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