Our client is seeking 2 individuals to join their rapidly expanding Customer Success team, the roles are based at their offices in Skipton. Our client has had signifcant growth in recent years within the UK and have now moved into new markets in America due to acquisition by an organisation who are one of the US Leaders in school safety software. As a Customer Success Associate you will working very closely with customers and ensuring that their journey and experience is the best it could be. If you are ambitious and resilient and looking for that new opportunity within a customer centric role then please get in touch!
Responsibilities:
- Build strong customer relationships and proactively outreach to enhance the customer journey.
- Deliver professional and engaging customer-facing presentations via online meetings for all products, discussing current partnerships and identifying additional value areas.
- Identify at-risk customers and collaborate on retention strategies with sales and product teams.
- Facilitate smooth onboarding and provide ongoing trusted customer relationships to maximize value.
- Coordinate cancellations to ensure a positive experience for customers transitioning from the company/products.
- Efficiently manage and resolve escalations by identifying root causes, coordinating with relevant teams, and ensuring timely and effective solutions.
- Engage in strategic customer interactions utilising Calls to Action and adopt processes to improve product usability and customer satisfaction.
- Maintain in-depth knowledge of our products and stay up to date with ongoing product releases.
Skills, Qualifications, and Experience:
- Grade C (or equivalent) or above in Maths and English is essential.
- Looking for a highly motivated individual seeking to establish and grow their career in Customer Success.
- Excellent verbal and written communication, presentation, and problem-solving skills.
- High degree of professionalism. The ideal candidate executes consistently, is highly dependable, and always approaches situations with a positive, customer-centric attitude.
- This is a high-volume position. The individual must be a self-starter with strong organisational and time management skills, self-directed, and able to handle multiple priorities within demanding timeframes.
- Excellent interpersonal skills.
- Previous experience in the education sector is desirable.
- Previous experience with customer support is advantageous.
In return these roles offer a salary of £22,010, they will be office based for the first 6 months and then hybrid working (3/2 days). Free parking and other benefits available.