Senior Customer Success Executive

3 months ago

Cardiff, United Kingdom Alcumus Full time

Creating Safer Workplaces for Everyone.

We want to create a better working world by building a global network of responsible buyers and suppliers. Alcumus SafeContractor takes the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. We support our network of hiring clients, suppliers, and contractors by keeping them compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour.

The Senior Customer Success Executive role holds responsibility for the renewal of our customers SafeWorkforce consultancy subscription. This involves building relationships throughout their membership with us, ensuring service expectations are being delivered as a minimum, and opportunities to better utilise and maximise our services are explored, ultimately leading to successful renewal of the membership.

Leading with a customer-centric approach, the role holder will make the value experience paramount in all conversations and proposals. The CSE should also have commercial acumen, taking an assertive role in the successful delivery of agreed individual and team KPI’s aligned to the ambitious growth plans of the business. Ability to communicate effectively with the customer base, via inbound and outbound phone calls, and e-mail.

What that means day to day

What you’ll need to be successful

Prepare for each customer meeting with as greater understanding as is reasonable of their known experience, based on the internal and external insight available. Take a consultative approach with customers that understands their challenges through effective questioning and active listening. Respond effectively to customer queries regarding the membership, including basic health & safety and human resource requirements and membership features & benefits Structured and methodical approach to task management, prioritisation, and pipeline management. Build and articulate a weekly productivity plan to ensure milestones are set and achieved. Identify and interpret risks and issues in the data that could influence churn, implementing strategies improve processes, tactics, strategy, inputs, and outcomes through weekly pipeline calls. Engage customers over phone and email to discuss service expectations and changes to renewal costs. Accurate consolidation of all customer engagement recorded within the CRM system. Administration of the sale involving processing payments, issuing proposals and contracts. Ensure CRM is kept up to date with correct information relating to the customer account. Recommend new ideas and methods of working to ensure that a high conversion rate of customers renewing the membership is attained. Welcome feedback and coaching with a continuous improvement mindset through weekly call recording sessions. Contribute to group coaching sessions and discussion with an objective and progressive ethos. Achieve individual and team targets and KPI’s. Taking a proactive approach and communicating with wider teams to ensure an efficient and slick customer experience. Be able to work autonomously and responsibly with optional concessions to help improve the customer experience. Compose professional and compelling email communication to engage members, always sharing best practice with your team. Encourage customers to gain more value from their membership via additional SWF/SHR services, as well as wider Alcumus products (upsell and cross-sell).

To be successful in this role, you will have experience with telesales and objection handling experience, ideally within a B2B subscription based retention function. You will possess a positive, can-do attitude and a proactive approach to customer experience. You will need excellent organisational skills, and strong attention to detail to autonomously prioritise tasks based on business requirements. You will have a proven track record of exceeding target expectation.

What you'll get in return

Alcumus has a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

Personal Health & Wellbeing / Benefits

> Enhanced Parental Leave

> Generous annual leave

> Healthcare Plan

> Annual Giving Day – an extra day to give back to yourself or your community

> Cycle-to-work Scheme

Future Planning

> Pension scheme with employer contributions

> Life Assurance – 3X base salary

> Rewards Program – access to discounts and cashback

Interested but don’t feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us

Bring Your Whole Self to Work.

Alcumus is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

An initial discovery call with the recruiter A first stage interview via Microsoft Teams Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.

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