Our aim is to strengthen the relationship that we have with the customer, whilst ensuring that they continually recognise the benefit of the Total Care proposition. Through a mixture of proactive, reactive and preventative methods, we strive to reduce churn and maximise our revenue potential, in line with the wider business objectives.
Role overview
Working with both the existing Customer Success team and wider JLA functions to reduce churn and increase customer lifetime value. Customer Success Support are the foundation of the team; taking ownership of a complex departmental process, which enables the broader team to succeed.
Key tasks
* Managing a large workload of termination tasks for both Total Care and SCONs, in line with the agreed process set by Customer Success.
* Maintaining high standards, attention to detail and consistency across all tasks.
* Approaching complex collection cases with ingenuity, to ensure that all JLA Total Care assets are accounted for.
* Working with and managing terminations for accounts that are currently with the Legal Recoveries Department.
* Taking ownership, by acting as the key point of contact in relation to ongoing termination queries.
* Liaising with customers, colleagues and 3 rd party stakeholders where necessary, to deliver a seamless customer journey.
Process Management
* Reporting on the progress status and key outcomes of any process owned by Customer Success Support.
* Demonstrating the relevant business benefit of any positive outcomes to reinforce the effectiveness of our processes.
* Regularly reviewing current processes; offering input on how best to continually improve the way in which we work.
* Educating others on CS processes whilst emphasising the importance cross-functionally.
Criteria
Essential (attributes required for candidate to be considered)
Desirable (attributes can be trained or developed)
Knowledge and Skills (what you know and what you can do)
* Ability to work as part of a team
* Understanding of Customer Success processes
* Organisations skills
* Knowledge of all Microsoft office applications
* Knowledge of Pivotal, SMART and IFS.
* Possess a strong understanding of our products, our competition in the industry and positioning
* Strong analytical skills
* Understanding of broader JLA processes.
Experience (what you have done)
* Previous experience of working in a fast paced B2B sales environment
* Experience of working in a demanding customer facing role.
Qualifications
Ability to demonstrate, understanding and apply our workplace values in the way you think and act.
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