Customer Success Executive

2 weeks ago

Paddington, United Kingdom The People Network Full time

Customer Success Executive - SaaS
This innovative, dynamic and exciting SaaS provider is looking for a Customer Service Executive to join their team working on a hybrid basis in their Central London offices.
Working closely with the Head of Customer Success, you will act as the first point of contact for customers, typically through Intercom chat platform, Salesforce cases, or incoming calls and help customers gain maximum value from our software in every aspectof their day to day operations.
This role requires technical leadership coupled with an understanding of the flexible workspace industry. The successful person will be logical and methodical in their approach to the customer success mission.
Day-to-day you will understand the clients needs and resolve their requirement efficiently and politely while providing customer education articles to encourage use of the digital knowledgebase. Troubleshooting any potential reported bugs and providing necessarysteps to recreate to the technical team (Engineers/Development). Informing the CSM/Account Management team of any new issues identified on their accounts.
This is a fantastic opportunity for someone looking for a step into this space with a view of progression longer term, the Customer Success team is small at the moment but there are plans to expand and everyone within the team is ambitious with a clear pathof progression set out, there’s even the opportunity to transition into different departments within the business if that is your goal.
The Successful Customer Success Executive will have/be:

- Excellent customer interaction skills both written and verbal
- Exposure or experience in SaaS platform support
- Enjoys being part of a multi-functional team and able to work across design, support, development, delivery and all parts of the business
- Financial accounting software experience such as; Sage, QuickBooks, Yardi
- Experience working within or as a partner to flexible workspace operators
- Writing and updating knowledgebase articles as gaps are discovered

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