The role
We are looking for a Customer Success Executive with a can-do attitude and excellent communication skills to join our Customer Success Team. In this role, you will be responsible for the day-to-day management of Customers to ensure they have the best experience of using Xledger. Drawing on your previous customer service experience, you will build and maintain Customer relationships and optimise each customer’s overall experience of using the full suite of Xledger software and services. With a keen eye for detail, you will proactively flag any high-risk customers with the Customer Success Team Manager, working together to ensure we maintain our high levels of customer retention.
Day-to-day activities include proactive and reactive account management; scheduling and holding review meetings, handling outbound communications and handling ad hoc customer enquiries. There is a strong requirement to be able to liaise with colleagues across all departments to find solutions to customer queries and concerns. You will be able to identify new Customer growth opportunities and maintain the CRM with all customer activities and opportunities. You will provide Customer data and reports to the Customer Success Team Manager, manage a calendar of customer reviews and represent Xledger at national customer events, where appropriate.
The ideal candidate will be a reliable, high-energy individual with the ability to communicate to people at all levels and have passion for customer service.
Main responsibilities
- Be responsible for your assigned customer list
- Manage, maintain and update the CRM system.
- Produce regular reports as instructed by the Customer Success Team Manager.
- Respond to ad hoc customer queries.
- Arrange and conduct customer meetings as required, prioritising those deemed high risk.
- Own follow-up correspondence and actions following customer meetings.
- Identify Customer growth opportunities.
- Collect and collate customer feedback.
- Meet regularly with the Customer Success Team Manager to highlight wins, risks, solutions and ideas.
Desired qualifications and experience
- At least three year’s previous experience in a customer-facing role
- 1+ years in direct Customer Success role
- Experience in a tech company
- Degree educated
- An interest in the fintech industry
Personal characteristics
- Responsible and reliable
- Accurate and structured
- Ability to work both independently and in teams
- Flexibility and the willingness to learn
- Excellent communication and presentation skills
- Fluent written and spoken business English
Additional Information
- Full time position
- Salary = dependent on experience plus bonus and benefits