Customer Success Executive

As a Customer Success Executive, you'll be the primary point of contact for a dedicated portfolio of customers. You'll build strong, trusted relationships that drive engagement, satisfaction and retention, ensuring they get the most from the Platform and our services. You’ll collaborate across all teams and levels of the organisation to deliver a seamless, end-to-end customer journey that consistently exceeds expectations. Proactively engage with customers to understand their evolving needs, gather feedback, and identify opportunities for improvement. Use these insights to enhance the Platform (and other products), ensuring our solutions deliver maximum value and help customers achieve their strategic objectives.

Responsibilities

Lead new customers through the onboarding process, including product set up, data integration and configuration; Build and nurture strong relationships with customers, understanding their business needs and challenges and aligning solutions to help achieve their business objectives; Handle client queries, concerns, and escalations with professionalism and speed; Deliver timely, empathetic, and solution-oriented support while collaborating closely with Customer Operations; Proactively manage customer needs and resolve issues with care and professionalism; Conduct training sessions, webinars and workshops to educate customers on product features, best practices and utilisation strategies; Collect and relay customer feedback to identify trends, opportunities for improvement and product enhancement requests; Monitor customer accounts, track key metrics, and identify opportunities for upselling and cross-selling; Collaborate with internal teams to deliver a seamless customer experience; Maintain accurate records of client interactions and activity in the CRM system

Requirements

Previous experience in customer success, account management, client servicing or a related field; Exceptional communication and interpersonal skills, with a knack for building rapport with people; A customer-first mindset with a passion for delivering exceptional service; Ability to manage multiple clients and projects simultaneously; Proven analytical and problem-solving skills; Technical, detail-oriented, comfortable handling data; High-level problem solving, organisational and analytical skills; Self-directed, able to multitask with exceptional organisational skills and work effectively in a fast paced environment; Strong collaboration skills, able to work effectively with cross-functional teams, including sales, product development and engineering; A high level of self-motivation and resilience; A desire to learn and grow in a fast-paced start up environment; Ability to work independently or with remote/distributed teams; Able to comfortably deal with pressure and ambiguity; Flexible and happy to turn hand to anything; Curious, proactive and forward thinking; Always willing to learn and try out new ways of working or thinking from others; Thrive on working at pace and value and deliver high quality work; Ability to demonstrate a pre-existing right to work and travel within the UK; UK Security Clearance

Benefits

Private Medical Cover funded by NEC for Employees; 25 days paid holiday with the option to buy/sell; 4 x basic salary life assurance cover funded by NEC; Group Pension Plan with employer contributions up to a maximum of 8.5%; A fantastic selection of flexible benefits; Employee assistance programme; Free access to LinkedIn Learning with over 15000 courses