Job title Client Success Executive
Location Remote, with attendance at Head Office in Canterbury, as required, and client sites
Salary Starting salary £25,000 – £30,000 dependent on experience
Holiday 25 days plus bank holidays
Hours 9.00 – 5.30, Monday to Friday, 1 hour lunch with occasional requirement for an earlier start/later finish depending on business needs
THE COMPANY
The business is an established and award-winning software company providing innovative solutions to a growing list of leading e Commerce clients throughout the UK. Based in the heart of Canterbury, the company offers a relaxed working environment that encourages growth and development, and which is dedicated to supporting its clients through the development of industry-leading technology.
THE ROLE
As part of a growing team, we are looking for two Client Success Executives.
As a Client Success Executive, you will be responsible for being the first point of contact for clients across a number of communications channels and answering any queries/questions they may have. You will be the face of the company, demonstrating our exceptional level of service to a wide range of people from company directors to the more hands-on web developer teams. You will build relationships with clients from the initial onboarding process to regularly ensuring that they are maximising use from the product.
KEY RESPONSIBILITIES

• Be the first point of contact for clients across a number of communications channels and answer any queries/questions putting the client first at all times
• Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value.
• Own the onboarding process and onboard new clients to Tribe Monitoring ensuring new clients are set-up to their requirements.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Gauge clients levels of engagement with the company and provide feedback to other teams regarding product and service improvements.
• Be able to manage multiple projects at once and meet deadlines where required.
• Deliver and/or arrange training sessions as needed for technical and non-technical users online or on-site (depending on covid restrictions).
• Clearly communicate technical information to a wide variety of audiences some of which may not be technical.
• Conduct annual, quarterly and yearly service reviews with clients online or face-to-face at Client Head Offices (depending on covid restrictions).
• Promote customer awareness of new releases and features.
• Communicate with various other departments to resolve clients queries/questions, always putting the client first.
• Assist the product owner, where needed, with the development and requirements of new features for clients.
• Contribute to service and process improvements within the Client Success team.

REQUIREMENTS
Essential

• Keen to learn new concepts about user experience and technology.
• Highly organised with regards to prioritisation, planning and documenting
• Ability to multitask and manage multiple projects simultaneously.
• e Commerce awareness
• Ability to build trusted relationships
• Excellent problem-solving skills and ability to exercise initiative
• Self-motivated, well organised and able to prioritise
• Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service
• Ability to build relationships internally across different levels of the zrganisation and externally
• Ability to clearly translate technical information to a variety of different audiences, from technical to non-technical.

Desirable

• Degree in Business/Information Technology or related fields is desired but not essential.
• A good understanding of Google Analytics would be an advantage but not essential.

APPLICATION
To apply, please click the Apply button and send your CV and a covering letter to Julia Crawford.
We look forward to receiving your application!
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:

• Work from home

Schedule:

• Monday to Friday

Application question(s):

• Are you able to clearly translate technical information to a variety of different audiences, ranging from technical to non-technical?
• Do you have e Commerce awareness?
• Are you keen to learn new concepts about user experience and technology?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Canterbury, CT1 1UT
Application deadline: 24/06/2022
Reference ID: TT/CSE