Education and Experience:

Our ideal candidate would be able to demonstrate all of the points below, but if you have experience of some but not quite all of them, we would still love to hear from you!

We understand that everyone is on their own career pathway, and you may not have had the chance to gain hands on experience of everything we say we’re after, but that doesn’t mean you wouldn’t be an asset to our business.

Customer Success Activity:

• Experience of customer call handling (incoming and outgoing calls)
• Experience of organising, managing and attend meetings or events (face-to-face and remote)
• Experience of data gathering and cleansing to ensure a high accuracy level

Customer Onboarding Experience:

• Ability to understand a customer’s initial goals and requirements and build these into a clear plan of action to address them appropriately
• Ability to clearly communicate, highlight and reinforce the unique selling points (USPs) and value of a product or a related service, to increase the customer’s perceived return on investment (ROI)
• Ability to adapt your communication style and content dependent on a customer’s level of technical understanding
• Experience of building strong relationships with customers from initial contact

Training and Support Experience:

• Experience of organising and fulfilling training or support to customers (face-to-face and remote)
• Ability to adapt your training or support style to meet the technical understanding of an audience

Account Management Experience:

• Ability to identify customer issues and collaborate with colleagues to resolve them
• Ability to identify customer requirements and concerns and communicate these internally to the business
• Experience of working in collaboration with internal teams / departments colleagues

Reporting and Analysis:

• Ability to review, report on, analyse and garner insight from activity data to influence future activity and processes with a view to providing a better customer experience

Customer Success Processes:

• Ability to organise and prioritise to ensure delivery of your workload
• Ability and confidence to communicate with customers and internal teams
• Ability to work with your office-based colleagues to structure and organise your workload
• Ability and confidence to work autonomously when required as well as part of a team
• Experience and understanding of working within a customer lifecycle process
• Willingness to travel inside the United Kingdom when required

Software:

• Proficient in Microsoft Office applications

Preferred, but not essential when starting:

Customer Success Activity:

• Experience of working with Help Desk software
• Experience of delivering customer training sessions (face-to-face and remote)
• Experience of working at face-to-face events

Customer Onboarding Experience:

• Experience of onboarding new customers into a business

Software:

• Experience of working with Customer Relationship Management (CRM) software
• Experience of working with Help Desk software
• Experience of using Zoho CRM, Campaigns and other applications

Industry Related Qualifications:

• Relevant professional qualification (eg Customer Service)