The role of a Customer Success Executive is to provide a best-in-class post-sale customer service and support, relationship management, retention, and growth for our larger business accounts. You will deliver outstanding 1:many customer engagements, delivering an outstanding customer experience, developing and growing value. You will develop relationships with our customers by building trust, understanding their business, reactively managing issues or concerns, and proactively anticipating their needs to sell and deliver the best solutions from our portfolio. You will be responsible for maintaining and developing a customer-centric approach that balances both commercial and experiential priorities; ensuring high customer retention and increasing revenue through upsell and cross-sell activity. You will also troubleshoot and facilitate the resolution of issues (technical and non-technical), working cross-functionally where required, to assure customer success.
What you’ll be doing…
* Serve as the primary point of contact for all commercial and non-commercial relationships with our customers, driving value growth, retention, and loyalty across the business base.
* Serve as a customer advocate internally while effectively collaborating with internal, cross-functional teams.
* Develop and maintain relationships with key customer contacts to build a working understanding of their business model to bring a value alignment.
* Engage early with acquisition colleagues to ensure a smooth and seamless journey from acquisition activity.
* Uncover opportunities to help customers grow their business, and improve the potential to grow revenue for the business in the process.
* Be accountable for the financial performance of customer contracts.
* Achieve individual monthly targets set by the business across a range of commercial and experiential metrics.
* Ensure all customer communication is recorded within the respective records and all calls are dealt with professionally.
* Monitor ongoing customer health, customer satisfaction/NPS, and act on feedback to improve and drive satisfaction.
* Support senior leadership in achieving strategic goals and monitor progress through appropriate metrics.
Qualifications
What you'll ideally bring…
* Proven sales/service experience via inbound/outbound call handling.
* Experience in managing customer relationships, ideally B2B, but not essential.
* Proven track record of achieving/exceeding targets and proactively identifying customer growth and retention opportunities.
* Ability to develop and maintain relationships and a network of contacts independently.
* Excellent written and verbal communication skills, including delivering presentations to customers and stakeholders.
Additional Information
This is a hybrid role working between your home (2-3 days a week) and our Glasgow office (2-3 days a week).
Salary range starts at £28,320; exact salary depends on experience.
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Our people make us who we are. We’re a diverse and inclusive team, and we value everyone for who they are and what they bring. We support one another as we continue to deliver for our customers.
If you do not ‘tick every box,’ you may still be a great fit—please apply! We are committed to equality and fostering a diverse workforce, embracing all backgrounds and identities.
We are a Disability Confident Employer. Let us know if you need reasonable adjustments during the interview process.
Our hybrid working arrangement allows employees to work from home and the office. Core hours are between 10:00 and 16:00, with operating hours from 08:00 to 18:30.
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