Customer Success Executive Job title: Customer Success Executive Salary: £27000 - £30000 Location: Plymouth Duration: Permanent Industry: IT Managed Service and Telecoms Overview Are you someone who is passionate about providing great customer support and have a genuine interest in technology? If so, we are actively recruiting for a leading IT Managed Service Provider and Telecom company based in Plymouth who are looking for an additional customer success executive. Your key role will to be supporting the existing client base whilst identifying opportunities to upsell our client’s technology portfolio. The Role Reporting to the Customer Success Manager, you will bring energy and enthusiasm to the role, with the natural ability to quickly establish a rapport with your customer stakeholders and support sustaining long-term, positive relationships with customers whilst exploring opportunities to extend service offerings provided. The role requires a candidate who is driven, solution focused, who can collaborate with internal and external stakeholders, and who has a proven track record of working within a fast-paced environment whilst setting goals and achieving high results. The candidate should have strong interpersonal skills. Whilst not a technical role, the Customer Success Executive will be expected to develop and maintain a strong technical understanding of the products and services. The role is a mix of office and fieldwork. You are expected to attend company meetings, client meetings and networking events as required. Duties & Responsibilities As the Customer Success Executive: 1. Build and maintain strong, positive relationships with clients assigned to you. 2. Ensure that all clients receive services that are within their budget and meet their needs. 3. Discover and up-sell/cross-sell opportunities to extend service offerings to clients. 4. Remain diligent and ensure all contracts are renewed upon expiration. 5. Demonstrate exceptional attention to detail with all administrative tasks. 6. Visit and host clients in order to form a close bond and foster a “can do” attitude. This includes out-of-hours events. 7. Handle complaints in a professional manner, ensuring follow-up actions are taken and company process followed. 8. Generate progress reports for clients, the Customer Success Manager and other senior staff. 9. Work closely with the Sales Team and liaise with the Technical Team on behalf of the client. 10. Deputise for the Customer Success Manager in their absence, where directed. 11. Develop and maintain a sound technical understanding of products and services the company offers. Personal Attributes: 1. Provide an exceptional service to the client and a positive relationship with your colleagues. 2. Undertake training and to assist in training other or new members of staff as required. 3. Undertake other duties as may be required within the general scope of the job. 4. Work in accordance with all company procedures and guidelines. Having the right attitude and approach to business is crucial. Our client believes strongly in their core values and expect every member of the team to embody them. You will be expected to provide an authentic service and to deliver an exceptional experience that goes beyond expectations. Your aim should be to create long-lasting relationships with clients and make a positive difference to their business. You must have; * A minimum two years' experience in a similar role * A driving licence and willingness to travel * Exceptional communication and inter-personal skills * Organised, proactive and with exceptional attention to detail * Driven and solution focused * Overall sound educational background * Basic IT knowledge (including all Microsoft packages) It would be beneficial if you have; * Experience of working within technology * Experience of working for an SME Salary & Benefits - £27,000 - £30,000 DOE * 25 days of annual leave, plus bank holidays, rising by one day per year after five years of service * Workplace pension and life insurance * Enrolment into the company’s Vitality Healthcare Scheme * One day per year, fully paid, to volunteer and ‘give back’ to a charity or local cause of your choice * Regular social events