Customer Success Executive

Description

The role is responsible for building and maintaining strong relationships with our buyers, developing strategic, long-lasting and successful partnerships. You will help customers maximise the value of the products and services they subscribe to, drive platform adoption across the buyer community and their wider supply chains, and support subscription retention while strengthening customer advocacy.

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

Requirements

Someone with minimum of 2 year of customer facing experience in a SaaS based environment. Proven experience working in Sales, Business development, Account Management, Customer success, Customer experience or other customer facing roles. We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable.

• Inquisitive and wants to understand why things work the way they work and what drives customer outcomes.
• Love technology and can work with computers and good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
• Ability to work effectively in a team and individually.
• Strong commitment to accuracy and a high level of attention to detail.
• Ability to resolve customer issues and complaints.
• Comfortable with the unknown, or unplanned or ever changing. Should enjoy working in a fast paced, growth environment.
• Strong problem-solving skills with an analytical approach when working with data.
• Ability to learn quickly.
• Dependable and organised and can follow through on commitments they make both internally and externally.
• Ability to prioritise and perform effectively under pressure.
• 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.

Benefits

**This role follows a hybrid working pattern, with three days each week based in the Basingstoke office and two days working from home.**

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

Training + Development

Interview process

Visa Sponsorship

Security clearance