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Customer Success Executive - Leeds, United Kingdom - SearchData
Description
SearchDATA Group is partnered with an embedded analytics& business intelligence for SaaS vendors company based in Leeds. We arecurrently recruiting for a Customer Success Executive to play a pivotal role indriving and supporting delivery of all our clients' solutions. A key part ofyour job will be to work with their customers, identify growth opportunities,and improve success throughout their existing customer base.
Our client has a track record of hiring some of the mostamazing and talented people in tech and giving them autonomy and responsibilityfrom the start. They are an inclusive employer with equality, diversity, andfairness at the heart of their values. They welcome applications fromindividuals from diverse backgrounds and are committed to promoting fairparticipation and equality of opportunity for all job applicants.
They have a need for this role as they need the customersuccess function to own driving success for their customers and ensure theadoption and practical application of our analytics platform, Pi. As a CSE, youwill be responsible for owning the relationship with your assigned clients,including onboarding, implementation, training, adoption, retention, andadvocacy. You will also own renewals, upsell and cross-sell and work crossfunctionally with delivery, consultancy, and sales teams. The goal is toestablish partnerships as a strategic and trusted advisor to help ensure thecontinued value of our client's products and services.
What are they offering?
• Salary up to £35k with regular salary reviews relating toperformance
• Uncapped commission so they are looking for someone who isambitious
• Great opportunity for career progression
• Hybrid working pattern (At least 2 days in the office
• 25 days' holiday + bank holidays with the option tobuy/sell more
What are your responsibilities?
• Serve as day-to-day contact for all assigned accounts,develop and nurture relationships within defined customer base.
• Exceed quarterly renewal and expansion targets by drivingprogramme success within your customer base.
• Generate short-term resultswhilst maintaining a long-term perspective to improve overall account expansionand retention.
• Work with the Customer Success Manager to prioritiseprojects and apply appropriate resources.
• Demonstrate value to key stakeholders within your customerbase throughout the life cycle of the customer relationship.
• Be a customer advocate within our client ensuring yourcustomers get value from using their services.
• Partner with product, customer support, sales, andmarketing to ensure high satisfaction within your accounts.
• Complete renewal lifecycle management including commercialtasks such as obtaining Purchase Orders when required, forecasting, renewalsand order creation and submission.
• Coordination of the renewals process, data management andCRM oversight.
• Cross functional collaboration with product, sales, andmarketing to align value propositions.
• Proactively monitor client activity, identifying increasedor decreased usage levels throughout the client's buying cycle – successfullynavigate, interpret, and leverage provided tools and systems to measure andreport on customer experience, customer health, product utilization andrealization of value drivers. Take corrective actions in a timely manner basedon this visibility and make recommendations to help customers be moresuccessful.
• Develop and share best practices with team members tocontinually improve the quality, effectiveness, and efficiency of ourprocesses.
• Working closely with existing clients to obtain feedbackon products and services through the delivery of partner events / user forums
What qualifications and experience you will need:
• 2+ years' experience within a customer facing role such assales, customer success or account management, preferably in technology, whereyou are fully invested in the success of your customers.
• Excellent verbal and written communication, relationshipmanagement and strategic planning
• Very strong organisational skills with the ability tomulti-task and remain calm under pressure
• A true team player and self-starter who is comfortablewith taking own initiative with the ability to quickly adjust priorities
• Experience using CRM software, preferably salesforce
• Proficient in the use of business applications softwaree.g., Excel, Word, and other MS office applications.
• The ability to work towards your own targets in additionto contributing fully to the wider team workload when required
