Customer Success Advisor
Hybrid - Sheffield 3 days per week
Salary - £27,000 (Depending on Experience)
Role Summary
We're seeking a passionate, highly motivated, eager to learn Customer Success Advisor to join our growing team. Reporting to the Head of Customer, you will play a key part in ensuring our customers are happy and support them in delivering a great experience
You will be working with a team of client facing Customer Success Managers (CSMs) who engage and support service delivery to Crematoria, Funeral Directors, Officiants and Register Offices. This team collaborate across all Vivedia business functions to ensure satisfaction and success with Vivedia products and services, to improve customer engagement, retention and ROI.
This role would suit someone looking for an entry level position into the world of customer success. Vivedia is a company on the move and offers real learning opportunities for an ambitious individual wishing to grow their career.
About us
We are Vivedia, the UK's market leader in audio-visual services for 'once-in-a-lifetime events' (weddings, funerals, citizenship ceremonies). We don't simply follow the market; we're innovators and disruptors. Your work will have a positive impact on thousands of people daily and millions of people each year. We have a head office in Sheffield and a satellite office in London, but our customers are spread across the UK.
We're not fans of all that corporate jargon you might hear from other businesses. We're down-to-earth, human, and passionate about putting our customers first (all companies say that, but we do it).
Our friendly team of 170 are our most important customers. We care about having a positive, friendly, and engaging workplace, which is the key to delivering great customer service. People love working here, and we have the independent survey results to prove it - we're officially one of the 'Best Companies' in the UK to work for It might be because of the flexibility we offer regarding how and where we work, the genuinely fun and supportive environment we've built in our dog-friendly offices or the great service we deliver that gives them all such a buzz. We want you to bring your buzz to us too.
This is a business that is doing well, but it goes beyond that; it's about making sure things go right, first time, every time. This passion is driven from the top down by James, our MD (who hates titles and is simply 'James') and the leadership team who ensure that brilliant customer service is at the heart of everything we do. When you meet us, you'll see what we mean.
It's important that we are the right fit for each other, so we'll share as much as you want to know about us while we get to know you, too.
Key Responsibilities
* Providing support to our customers through the team inbox ensuring queries are dealt with quickly and efficiently
* Managing the onboarding of a specified group of customers, ensuring a smooth process and great first impression
* Preparing and facilitating regular customer reviews with a defined portfolio of customers
* Building great relationships – both internally and externally
* Organising immersion visits to customers sites for Vivedia colleagues
* Managing the feedback from customer visits and associated close the loop activities
* Drive education, adoption and engagement of our products and services
* Liaising with our FD & Officiant groups as and when required by the Head of Customer
* Attend occasional events and customer visits to deepen customer & sector knowledge
* Identify training requirements and education/awareness gaps for our customers
* Support with contract management, renewals and price increases
* Keeping customer records up to date on Salesforce (CRM)
* Act as a champion for our customers with other teams across the business
* Reviewing NPS & CSAT feedback ensuring actions are progressed and close the loop activities are undertaken
* Support with preparation and occasional attendance at events/exhibitions/open days
* Identifying cross-sell/upsell opportunities
* Dealing with escalations and complaints
* Supporting with collection of aged debt and billing queries
* CSM administrative support for onboarding new customers
* Be a brand ambassador for Vivedia/Obitus in everything you do
* Always looking for ways we can improve what we do and how we do it
Skills and Required Experience
* Someone with high emotional intelligence
* Passion and enthusiasm for making a difference
* Excellent customer service skills are essential
* Strong organisational skills and the ability to manage multiple priorities
* Excellent communication and stakeholder management skills
* Attention to detail, thoroughness and accuracy is essential
* Salesforce experience an advantage
* Commercial awareness
* A real team player
* Someone who thrives on customer interaction, exceeding expectations and delivering an outstanding customer experience.
* Clean driving licence and own car is preferable
We offer a range of benefits including....
Competitive Salary
Performance Bonuses
Hybrid/Remote Work Options
Flexible Working Hours
Career Growth Opportunities
Learning & Development
Generous Paid Time Off
Parental Leave
Tech & Equipment Provided
Free Tea, Coffee & Fruit
Company Events & Team Building