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Customer Success Executive

Develop a cloud-based service platform!

We are looking for a passionate Customer Success Executive to join an evolving, fast-faced software organisation through an exciting period of growth.

As a Customer Success Executive, your role will be to delight customers and improve the adoption rate and engagement with the platform. You will also be responsible for enhancing the customer / end user experience by ensuring they have access to the right product guidance and information at the right time during their user journey.

Your role is to help reduce the number of queries received into Customer Support by providing users with accessible information as and when it is required within our application.

A Customer Success Executive’s day-to-day responsibility will include:

  • Work with the Customer Support, Product and Account Management Teams to understand the types of queries received from Customers and determine strategies for reducing these. Examples include:
    • changes to user training
    • training material creation
    • in-application support
    • delivering an accessible customer knowledgebase
  • Produce training materials supporting the different types of user training provided. Review these based on feedback from the delivery and support team for enhancements. Ensure the documents are version controlled/live documents which can be used internally and shared with clients where appropriate.
  • Produce internal training packs to be used by the delivery team for different types of project implementations, ensuring a structured and consistent approach is adopted.
  • Keep up to date with product releases and amend training materials/in application support as required. Assist with delivering training as required.

Along with this, a Customer Success Executive will assist with in-application support.

This will include translating the training material into ‘In-Application Support’ and / or a knowledge base where appropriate. Manage the delivery, configuration, and maintenance of the ‘In-Application Support’ system and ongoing maintenance with the objectives of:

  • Engaging with end users by enabling them to be guided or to source up-to-date information to understand the functionality, trouble shoot queries and train users;
  • Improving end-users’ adoption, usage and satisfaction rates;
  • Enabling small-to-medium size companies (SME’s) to explore the functionality and onboard themselves onto the system;
  • Highlighting what will be included in upcoming releases, educating users on how to use the current functionality and being the point of contact for who customers can engage with to discuss / adopt new functionality; and
  • Assisting the Customer Success Manager with the build and delivery of product demonstrations as required.

Skills and Experience required.

As a customer success executive, you should be;

Essential experience.

  • Self-starter, able to break down a project into actionable steps and use initiative to move these forwards.
  • Have the confidence to work on their own but also to ask for help or direction when required.
  • Strong inter-personal skills, particularly in relation to the ability to:
    • communicate clearly and confidently to varying levels of individuals internally and externally
    • build rapport and engage end users;
    • ability to structure clear and grammatically correct communications using different mediums with appropriate context for the target audience
  • Good time management skills with the ability to deliver to a deadline.
  • Diligence and attention to detail to ensure work is delivered to a high standard

Desirable Experience

  • Knowledge of the following programming language
  • HTML;
  • T-SQL;
  • SharePoint and other Office 365 applications;
  • Experience of delivering training to users and documenting training materials;
  • An understanding of workflow-based IT solutions such as Case Management solutions; and
  • An understanding of HR employment processes

All interviews and onboarding will be conducted remotely, and swift feedback and decisions can be provided.

Ignite Digital Talent are committed to creating equal opportunities, and welcome job applications from all who are qualified and eligible to working in the UK, regardless of colour, ethnic or national origin, race, gender, sex, disability, age, sexual orientation, religious or political beliefs, marital status or family circumstances.

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