Customer Success Executive - Corby, United Kingdom - Allied Electronics & Automation

Allied Electronics & Automation
Allied Electronics & Automation
Verified Company
Corby, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About the role

_RS Industria__ is a global programme aimed to develop, and take to market, a range of new capabilities delivering Maintenance & Industrial IoT services to customers, under the brand name of RS Industria. It represents genuine horizon three innovation and requires RS Group plc to create and embed new technology, business models, commercial approaches, and delivery mechanisms, as well as different ways of engaging with customers._


_This role is offered as virtual working with occasional visits to the Corby office for meetings._

  • As a Customer Success Executive, you are accountable for developing customer relationships that promote retention and loyalty, working closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
  • You will be accountable for customers through the onboarding process, and beyond, ensuring that customers become active users of the products
  • You will be the first point of contact for your customers and users, handling operational and technical queries, as well as managing the relationship with key customer stakeholders
  • You will ensure we capture customer feedback in a structured fashion, passing these to the Product Team to develop into new features
  • Ensure that customer relationships translate into retention and expansion, achieving a positive customer churn (customer expansion outweigh customer losses)
  • You will make recommendations on any improvements required to the process and procedures of the role/team, based on your experience.
  • Work in an agile way to make decisions which have a positive business impact

What we're looking for

Customer Success Practices

  • Independently making recommendations and the creation of policies and procedures that optimise the customer experience
  • Gather feedback from customers, study other customer success programs and analyse customer data to identify the best practices
  • Independently making recommendations and the creation of policies that the entire staff can adhere to, so all customers receive the same quality of service
  • Influence the change when needed to improve the onboarding process
  • Understanding customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather business impact feedback
  • Always feeding back Industry sector and/or competitors intel

Provide Technical and Product Support

  • Ensure you have a deep understanding of the RS Industria product group, and other services within RS Group of VAS
  • Provide technical support and training to customers
  • Use the insight from the data of the platform to demonstrate value and ROI to the customer
  • Coach the customers to plan and understand the best ways to utilise their software or products based on the customer's business needs or business plans
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Serve as a primary contact for the onboarding of new customers, the training of platform end users, as well as post golive support

Ensure Retention and Expansion

  • Through creating an excellent customer experience, ensure retention and expansion of existing customers
  • Collaborate closely with cross functional team members, win new renewals and expansion opportunities
  • Analysis & articulate the technical data that deliveries insight for the customer, so they see the value of the platform

A bit about you

  • 3+ years in a Customer Success, Project Management, Contract Implementation, Account Management, or similar role
  • 3+ years Project Management skills/qualification/experience
  • Previous experience in a combination of Project Management, Contract Implementation, Account Management role
  • A knowledge of specific Industry sectors and/or competitors in our core market segments initially Process Manufacturing, specifically Food and Beverage, Packaging, Pharmaceuticals
  • Experience working with large enterprise customers
  • Exceptional communication skills, highly organised, collaborative and detail oriented
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • CI toolkit effective at building repeatable business processes skills
  • Resultsdriven mentality, with a bias for speed and action
  • Be able to work in a large matrix management organisation and can prioritise, analyse and validate complex opportunities
  • Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
  • Comfortable in a highly dynamic environment, able to move quickly and wear many hats

We are RS Group
RS Group plc (formerly known as Electrocomponents plc) is a leading global omni-channel industrial product and service solutions provider to customers who are involved in designing, building and maintaini
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