Customer Success Executive (Buyers)

Description

• provide support to the Customer Account Managers during pre-sales engagements, sharing your product and subject matter expertise with prospective customers.
• Support the customer through organisational change management, equipping teams with the skills and knowledge necessary for successful change adoption.
• Work collaboratively within the Buyer Success Team, contributing ideas and strategies to raise the profile of Once For All and onboard new customers.
• Present impactful data and insights during regular customer business reviews, to drive adoption further.
• Develop a comprehensive understanding of the customer needs and business objectives, assisting in building a personalised adoption plan that supports their business and increases customer advocacy.
• Provide comprehensive training to the customer.
• Proactively monitor customers’ supply chain compliance and activity, applying a mindset of continual improvement.
• Help our customers in using our technology over the phone and over email.
• Complete the initial set up of the platform to meet the customer requirements.
• Set up and manage supply chain campaigns to drive adoption of the platform within the Buyers supply chain.
• Serve as a subject matter expert for platform use and support, demonstrating and educating on platform functionality to ensure they are getting maximum value from their membership.
• Assist in creation of individual success plans support your customers’ business objectives through the use of our tools.
• Champion new product features, communicating and demonstrating them to release additional value for the customer.
• Act as the voice of the customer and provide feedback to the Senior Management and to the Product team.
• Work collaboratively with the Customer Account Managers, Marketing, Sales Operations and Inside Sales teams to maximise all adoption / customer advocacy opportunities.

Requirements

• Someone with commercial experience.
• Proven experience working in Sales, Business development, Account Management, Customer success, Customer experience or other customer facing roles.
• Someone who loves technology and can work with computers and good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
• Someone who is dependable and organised and can follow through on commitments they make both internally and externally.
• Someone with a strong commitment to accuracy and a high level of attention to detail.
• Someone who can prioritise and perform effectively under pressure.
• We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable.
• Someone who doesn’t mind the unknown, or unplanned or ever changing. Should enjoy working in a fast paced, growth environment.
• Someone who has exceptional communication skills. You must be able to write and speak clearly and be able to explain complex processes to customers in a straightforward way.
• Someone with the ability to resolve customer issues and complaints.
• Someone with strong problem-solving skills with an analytical approach when working with data.
• Someone with minimum of 2 year of customer facing experience in a SaaS based environment.
• Someone with the ability to work effectively in a team and individually.

Benefits

• Life Assurance x 3
• Free Tea, Coffee and fruit every week – Basingstoke office
• 1 paid and 1 unpaid volunteering day
• 25 days holiday plus 8 Bank Holidays
• 24/7 and 365 Days Employee Assistance Programme
• Wellness fund or *Private Medical Insurance (dependent upon role)
• Ongoing continual professional development (CPD)
• Pre-sales support
• Specsavers eye care voucher
• Holiday purchase Scheme up to 5 days
• Team and company offsite events

Training + Development

Interview process

Visa Sponsorship

Security clearance