Customer Success Executive

Job description

In this role, you’ll join our rapidly growing Customer Success team, driving maximum value for our customers through use of our technology and the service that we provide. You will discover their needs and challenges and then guide them on the best ways to use our services to solve them. 

You will be responsible for:  

  • Managing customer accounts - proactively guiding and coaching customers towards their business outcomes, ensuring adoption of our service, retention of our user base, and growth of overall activity 
  • Supporting on our bigger enterprise customers  
  • Educating our customers on our capabilities and technology, with the aim of increasing activity within your customer accounts  
  • Building exceptionally strong relationships with your customers, acting as a trusted advisor  
  • Analysing data to create usage and insights reports, presenting them to your customers during executive business reviews 
  • Providing best practice recommendations and strategies to ensure that our customers receive the best possible outcomes from techspert.io  
  • Representing the voice of the customer at techspert.io, providing constant feedback to Project Management and Product teams to ensure that we continue to learn and adapt our offering to deliver a great customer experience 
  • Identifying and driving expansion and growth opportunities  
  • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention

Job requirements

  • Experience working in a customer-facing role – you are a natural people person, in your element presenting to a room of stakeholders 
  • Data-driven – comfortable using Excel, you use data to inform the decision that you make, creating insights that will help make a positive impact on your customers  
  • Proactive learner – you love learning new information and take proactive steps to educate yourself on what’s happening in the industry, and how you can improve in your role  
  • Solutions focused – you’re not fazed by a challenge, and always think of ways we can be solving problems or doing things better 
  • Flexible and adaptable - you need to be open and willing to adopt new ways of working. Our processes are constantly evolving and we always look to take a lean approach. 
  • Passion, energy, focus and enthusiasm - for both the role and for our business. 

Beneficial: 

  • B2B experience – this could be in sales, customer success, customer service or account management 
  • An interest in, or an understanding of, life sciences or market research  

Compensation:

  • Quarterly bonus scheme related to key metrics being achieved in your role. 
  • Share options commensurate with experience and delivery on key internal targets.