Senior Customer Success Executive

We’re looking for an exceptional Senior Customer Success Executive to join our Scheme Delivery team in London. This team is focused on the operational excellence of our Salary Sacrifice Scheme for employers, making sure our B2B clients have a seamless experience with Octopus EV. Sitting alongside our Customer Success Executives, this role is designed for a seasoned B2B service delivery professional who wants to operate with high autonomy. Alongside handling the day-to-day non-commercial activities, you’ll wholly own strategic projects and act as an informal mentor to the wider team.

Responsibilities

Serve as a key point of contact for day-to-day, non-commercial scheme activities via email and phone, ensuring fast high-quality outcomes for our clients; Champion scheme interests and be subject matter experts on EV Salsac to Growth teams & wider OEV departments; Analyse customer feedback and operational data to identify friction points and personally drive solutions that improve internal processes; Lead and deliver on projects aimed at enhancing the customer experience, improving self-service reducing repetitive inbound; Own activities that ensure a smooth scheme operation, such as managing complaints & escalations and resolving reporting & invoicing queries; Act as a trusted mentor through coaching peers on complex scheme challenges, sharing best practices and supporting new-hire onboarding; Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goals

Requirements

4+ years of relevant B2B client facing experience; Proven track record of supporting B2B clients to resolve queries and deliver exceptional service; Comfortable using data and customer feedback to identify root causes and justify operational change; Experience working with service metrics (e.g. response times, satisfaction scores, accuracy, issue resolution); A track record of taking internal or operational projects from concept to completion; Excellent listening and communication skills, with the ability to build rapport in challenging customer situations; Comfortable collaborating with cross functional teams to deliver ongoing improvements; A completer-finisher mentality, super organised, efficient and ruthlessly focussed on customer centric outcomes; A good understanding of the B2B2C dynamic relating to our schemes and their employees; A start-up / entrepreneurial mindset being able to adjust to change and keep up with a fast-moving business; A genuine passion for sharing best practices coaching peers and helping colleagues succeed alongside you; A strong passion for sustainability is a must

Nice to have

Knowledge of employee benefits, EVs or leasing would be great but not crucial; A valid UK driving licence (not essential)

Benefits

Dog friendly company; Access to Octopus Employee Benefits; Work with autonomy; Unique culture