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Customer Experience Specialist (Customer Success Dept)
We’re iHasco. We're the go-to experts in top-notch Health and Safety and HR Compliance eLearning. Quality, creativity, and simplicity are our core strengths. With a track record of 15 million+ training sessions over 15 years, we're not just growing; we're skyrocketing. Join us now and lead the charge in our high-octane Commercial Sales team.
We are part of the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment, and service excellence. We have never and will never grow our business by cost cutting or tying people up in bureaucracy. We don’t do politics – we want people focused upon actions and delivery. We don’t do micro-management – we empower, support and innovate. We are leaders, not empire builders and we love our business.
The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
The role
As part of the Customer Success team (CS) at iHasco, you will support a portfolio of customers, ensuring they effectively utilise our products and services to meet their goals. Your role will focus on fostering strong relationships, proactively identifying challenges, and collaborating with internal teams to enhance customer experience.
Key Responsibilities
Customer Relationship Management
* Maintain and support a diverse customer portfolio, either individually or as part of a team.
* Act as a key contact, providing guidance on product use and best practices.
* Establish regular communication to understand customer needs and offer ongoing support.
* Build and maintain strong, empathetic relationships to enhance customer experience.
Customer Success Planning
* Assess customer engagement and identify areas for improvement.
* Develop success plans outlining key objectives and potential challenges.
* Address concerns proactively to maintain satisfaction and retention.
* Implement support strategies for customers requiring additional assistance.
Performance Tracking and Reporting
* Monitor customer activity to identify trends and potential risks.
* Maintain accurate records in CRM and internal tools.
* Provide insights on customer usage and feedback.
Best Practices and Optimisation
* Guide customers on best practices to maximise product benefits.
* Communicate updates on new features and process changes.
* Recommend training and resources to enhance customer experience.
Internal Collaboration and Efficiency
* Work closely with internal teams to address customer needs effectively.
* Support initiatives to improve processes and efficiency.
* Provide solutions to customer queries in collaboration with colleagues.
About You:
We are seeking individuals who embody the following skills and attributes to excel in the role:
* Business Acumen: Drives results and delivers value.
* Attention to Detail: Ensures high quality and accuracy.
* Communication Skills: Effective in conveying ideas and building relationships.
* Problem-Solving: Keeps operations efficient and smooth.
* Multi-Tasking: Adapts to customer needs quickly and efficiently.
* Analytical Ability: Informed decision-making through data analysis.
* Customer Focus: Builds loyalty through empathy and strong communication.
* Collaborative: Works well under pressure and in team settings.
* Organisational Skills: Manages time and meets deadlines effectively.
* Technical Simplification: Explains complex solutions in plain English.
* Negotiation: Finds beneficial solutions and strengthens partnerships.
* Self-Starter: Confidently works independently or in a team.
* Time Management: Consistently meets goals and deadlines.
* Adaptability: Maintains productivity and positivity in changing environments
What you get from us
From your birthday off work (in addition to a generous annual leave and bank holiday entitlement of 33 days) to wellbeing support and a health cash plan, to recognition and incentives, and continuous learning and development, we invest in you holistically.
We believe work should be fulfilling and enjoyable, so together, we create an environment where you can thrive. You will be surrounded by passionate colleagues who care deeply about our mission and have a true sense of purpose. We will challenge and grow you continuously—you will never find yourself clock-watching with us. We trust you, rely on you, and care about your well-being.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service and Business Development
* Industries
E-Learning Providers
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