A Customer Success Executive is sought to join an innovative global test and measurement organisation in Hatfield, Hertfordshire, contributing to the delivery of exceptional customer experience and support across digital and traditional fire safety solutions. The role will involve developing product knowledge, digital learning platforms and CRM systems, and supporting service, warranty and technical support functions.
Responsibilities
* Work with Sales, Marketing, Product and Operations teams to define customer needs, share insights and improve overall customer experience.
* Support digital onboarding and training through the DT Academy / LMS, including content uploads, learner administration and user support.
* Develop and execute first‑line support responses, troubleshooting and guidance for both traditional and digital DT products.
* Debug and validate customer issues, escalating complex cases where required and collaborating with internal teams.
* Collaborate with internal departments to ensure seamless resolution of customer enquiries and distributor support.
* Maintain comprehensive technical and customer documentation, including knowledge base content, FAQs and case records.
* Support customers, distributors and internal teams with technical, service, warranty and digital platform queries.
Key Skills & Experience
* Experience in customer service, technical support or customer success roles, or equivalent industry experience.
* Proficiency with CRM, ticketing systems and digital tools, ideally including LMS or SaaS platforms.
* Practical experience with customer support processes, case management, and digital engagement platforms.
* Strong problem‑solving and analytical skills, with high attention to detail and accuracy.
* Effective communication and teamwork abilities, with the confidence to explain technical information clearly.
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