Job Title: Customer Success Executive
Location: London - Once every 2 weeks in the office
Salary: £28,000 plus to £4,000 bonus
About the Role
An established and growing classified ads website is seeking a passionate and driven Customer Success Executive to join its UK team. The company's mission is to provide safe, trusted advertising free from stigma, equipping professionals with the tools they need to succeed. The ideal candidate will help advertising customers achieve their goals, promoting retention, loyalty, and driving new acquisition.
Job Overview
The Customer Success Executive (CSE) will be responsible for developing customer relationships, ensuring they are satisfied with the services provided, and improving upon areas of dissatisfaction. This role is crucial in helping customers plan and understand the best ways to utilise the company's products based on their business needs or plans, ensuring overall success and satisfaction.
Key Responsibilities
Customer Relationship Management:
- Build and maintain strong, long-lasting customer relationships.
- Act as the main point of contact and advocate for assigned customers.
- Develop a deep understanding of the customer's business goals and challenges.
Onboarding and Training:
- Guide new customers through the onboarding and compliance process.
- Provide training sessions to ensure customers are proficient in using the company's products.
- Create and update educational materials and resources for customers.
Customer Support:
- Address customer queries and issues promptly and professionally.
- Collaborate with support teams to resolve technical issues.
- Proactively identify potential problems and implement solutions.
Retention and Acquisition:
- Monitor customer usage and product adoption.
- Conduct regular check-ins and reviews with customers.
- Work with the Sales & Compliance team to identify upsell and cross-sell opportunities to drive growth.
Feedback and Improvement:
- Gather customer feedback and insights to share with the UK, product, customer support, and marketing teams.
- Advocate for customer needs and ensure they are integrated into product development.
- Continuously seek ways to improve the customer experience.
Qualifications
- 1+ years of experience in customer success, account management, or related roles.
- Strong interpersonal and communication skills.
- Proven ability to manage multiple projects simultaneously.
- Experience with CRM software and customer support tools.
- Ability to understand and articulate technical concepts to non-technical users.
- Strong problem-solving skills and a proactive attitude.
- Ability to work collaboratively with cross-functional teams.
- Attention to detail.
- Team player.
Preferred Qualifications
- Basic sales experience.
- Familiarity with Zoho.
- Proven track record of driving customer success and achieving customer satisfaction targets.
- Comfortable using Excel/Google Sheets.
What the Company Offers
- Competitive salary, bonus scheme, and benefits.
- Opportunity to work with a passionate and dynamic team.
- Career growth and development opportunities.
- Flexible hybrid working between the London office and remote work.
This is a fantastic opportunity for someone looking to make a significant impact in a growing company while advancing their career in customer success.