About us
Our customers include global brands like Xerox, Impellam, Rentokil, the APS and many others. We are the first Customer Success software platform built to improve the relationship between Buyers and Suppliers. Think of the best bits of Dropbox, Facebook, YouTube, Yammer, TripAdvisor, WeTransfer and LinkedIn all brought together in a private buyer-supplier community for Relationship Management.

Why us?
This role is a unique opportunity to be part of an early stage business that has all the backing to become a world leader. We have an exciting opportunity for a Customer Success Executive at our office in Bond Street, London. This role will give you the chance to make a real difference, offering up new challenges every day. Highly motivated, flexible and organised candidates who enjoy working on a wide variety of tasks will find this position hugely rewarding.

About the Role
The Customer Success Team are responsible for retaining revenue from existing clients and creating new opportunities to earn more revenue by building strong customer relationships and helping drive value from our service. We partner with our customers to understand what success looks like for them. The Customer Success Associate engages with our users (face-to-face or over the phone) to gain feedback on our service, how they are using it, and provide coaching on how to get the best out of it. Over the next 12 months we will building an AI capability and our Customer Success Executives will instrumental in helping create this ground-breaking technology for B2B Buyer – Supplier relationships.

Responsibilities

Deliver user coaching face-to-face or by phone in order to build advocates within our customer base.
Promote our Professional Services solutions in order to assist with increasing the adoption of our service.
Collect and document evidence on how our service is being used by customers in order to promote good news and demonstrate ROI throughout the customer lifecycle which will ultimately guarantee renewal.
Monitor customer satisfaction by observing the Net Promoter Scores and follow up on survey responses with customers in order to drive increased satisfaction and higher Net Promoter Scores in the future.
Monitor use of our service within assigned accounts in order to identify trends, concerns and dormant users.
Create and implement action plans to correct negative trends within assigned accounts in order to increase usage and guarantee renewal.
Partner with Customer Success Managers in order to deliver the goals contained within the success plans for each customer. This could involve attending account review meetings at customer locations.

Minimum Qualifications

Fluent in English.
Exceptional verbal communication skills, especially over the phone.
A positive, polite and friendly disposition.
1-2 years’ experience in a customer service, account management, or sales-oriented role.
Ability to navigate large complex organizations.
Impeccable attention to detail and organizational skills.

Preferred Qualifications:
Experience using Salesforce or other CRM system.
Experience in a SaaS enterprise software environment.
Some experience working with Net Promoter Score (NPS).

Salary Expectations
Base Salary £25k + 30% quarterly performance bonus.