Customer Success Executive - London, United Kingdom - Lloyds List Intelligence

Lloyds List Intelligence

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Lloyd's List Intelligence delivers news, intelligence and analysis on the global maritime industry enabling our clients to effectively navigate the market, identify trends and help them make effective business decisions.

Our Customers across the Maritime Industry range from governments to Fortune 500 companies. Our mission is to provide a valuable advantage for them.

From news and insight, vessel tracking and casualties; Lloyd's List & Lloyd's List Intelligence remains the most trusted intelligence source in global Maritime space, as it has been since 1734.

We are currently looking for a
Customer Success Executive to join our global team and play a key role in our success in 2023 and beyond.

Your main role will be onboarding, training, supporting, and helping our customers to make the most of their subscriptions.

This is a full-time permanent role and will report to the Customer Success Manager.

This role is balanced working model between home and our modern and centrally located UK office on London's Southbank, with an excellent and a wide variety of services and transport links situated nearby.

Key Responsibilities

Accountable for Customer queries through to satisfactory resolution in line with processes, KPI's and Customer focused First best practices.
Ensuring that all activities with clients are logged in the relevant CRM system.
Engaging with Customers through Inbound and Outbound calls, ensuring communication is clear and concise, actively listening, questioning, and summarizing learnings and next steps.
Onboarding new Customers, building a trusted relationship, driving usage, agreeing on a training plan, and demonstrating our service success value them.
Stakeholder training and engagement with those at various levels of seniority demonstrating the value of service/s.
Regularly reviewing Customer usage and continually improving a plan/project on usage increase and implementation.
Escalating queries with proposed solutions for improvement.
Manage Customer expectations with empathy, providing clear instructions and guidance.
Constantly improve our Industry knowledge around trends, and developments and use those insights to improve the efficiencies of the service we offer.
Attending weekly team meetings, 1:1 and other meetings to stay up to date with business goals, ambitions, and performance.
In addition to the above, this role may also be required to help with projects and workload as determined by business needs and the Manager.

Who we are looking for

At least 12 months experience in a customer support role
B2B is preferred
A proven track record in working with Senior Leaders in multinational companies
Proficiency in written and spoken English
Proven experience in building successful relationships both internally and externally
A passion for delivering excellence to Customers
Someone who listens and can articulate complex solutions in a simple and concise way and with a relentless focus on attention to detail
Experienced in working with CRM systems (SFDC is preferable)
Adaptable and quick to learn new systems and processes
Collaborator who loves to help others and work as part of a Team
Problemsolving attitude
Confident in sharing ideas and opinions
Always looking for opportunities to learn, grow, is curious and loves change

Our Promise to You - Benefits

25 Days Holiday rising to 27 after 2 years' service and a day off for your birthday
Life Assurance for 4 x Salary
Company pension scheme: employee contribution of 5% basic salary, matched by an employer contribution of 5%
Up to 4 Days Paid Volunteering
Healthy Lifestyle Subsidy up to £250
Enhanced Family Leave (Maternity, Paternity, Shared Parental Leave)
Flexible benefits including Private Healthcare Plan and Dental Insurance

Please let us know of any adjustments we need to make for you to show us your best self.