Customer Success Executive

1 week ago

Wolverhampton, United Kingdom Culligan UK limited Full time

Summary:

This role assists our Managed Accounts Customers to thrive through dedicated day-to-day Account Management. Working with the Customer Success Manager (Managed Accounts), this role provides a support network ensuring that ongoing requirements are executed timely and accurately, to ensure a positive Customer Experience. Our Customer Success team for managed accounts leads portfolio growth through devoted support and one-on[1]one relationship management of our public and framework end-users resulting in continued engagement of all products and reduced customer churn.

Responsibilities:

  • Build and maintain meaningful relationships with key contacts/DMs within your customer portfolio.
  • Act as a direct contact for customers in your portfolio, ensuring satisfactory resolution of all needs.
  • Work with interdependent teams to encourage customers to use automated/digital working methods.
  • Understand KPIs and targets, ensuring all input contributes to their success.
  • Governance of CRM/ERP updates, ensuring pipeline, lead source and customer data remain current.
  • Own and develop internal stakeholder relationships to support the needs of the customers.
  • Collaborate with the customer and Cash Collection team to prevent growing balances and aged debt.
  • Highlight price errors to reduce invoice queries and credit notes whilst ensuring goods are charged.
  • Attend and assist in review meetings ensuring escalations are handled with priority.
  • Support price/tactical increase activities to defend the targeted revenue gain and relationships.
  • Support customer campaigns and ROI.
  • Ensure appropriate Churn-Defence stakeholders are notified of customer flight risks.
  • Support your team and Line Manager in the delivery of business objectives.
  • Maintain strong communications with customers, all departments, and colleagues.
  • Comply with and suggest improvements to the customer journey, policies, and processes.
  • Positively promote the brand and company mission, living by and promoting our company values.
  • Understand and act upon competitor positioning to inform product and strategy improvements

Requirements

Essential:

  • Demonstrated strong ability to handle diverse and competing priorities against a deadline.
  • Demonstrated growth mindset, curiosity, and attention to detail.
  • Demonstrated strong oral and written communication skills, building and leading rapport at all levels – internally and externally.
  • Demonstrated competence in using Microsoft Office tools and CRM systems.
  • Ability to demonstrate negotiation skills at a B2B level.

Desirable:

  • Experience in the soft-services industry.
  • Proven experience in managing Key Accounts.
  • Presentation skills (creation and delivery of).
  • Ability to handle complex and varying levels of data.
  • Strong knowledge and demonstrated skills in utilising a CRM effectively.
  • Demonstrated problem-solving skills.

Benefits

  • Monday - Friday working pattern
  • 23 days' holiday + Bank Holidays - increasing with long service
  • Company Pension scheme
  • Company Sick Pay (after qualifying period)
  • Enhanced Paternity & Maternity benefits
  • Shopping Benefits + 24 hours access to Employee Assistance Programme + Volunteering Day
  • Employee support network and mental health assistance
  • Career progression opportunities

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