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Customer Success Account Executive

Park Lane Recruitment Ltd
Job LocationEssex
EducationNot Mentioned
Salary£25,000 - £35,000 per annum, negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

2x Customer Success Account Executive (CSAE) (one fluent Norwegian / Danish)Reports to: Head of Customer SuccessOur client is a world-class Brand Activation Management (BAM) platform founded in Norway but now also in the UK, US and Denmark. They have been successful in selling to and servicing many global organisations such as AstraZeneca, BP, Cargill, Capital One, Citi, Goldman Sachs, HSBC, IBM, Mars, McKinsey, Pfizer, and Unilever.They have some big ambitions and are committed to their customers success and therefore they are now recruiting for these roles.CSAE will work with the Customer Success Team to:

  • Maximize value the customers achieve by investing plus increasing direct impact from them on the bottom line. This is achieved by ensuring all customers are getting most out of their customer journey and product. Working as part of success team, CSAE develops customer relationships that promote activation, adoption retention and loyalty, ultimately improving customer lifetime value and reducing churn. You will work with Customer Success Manager and customer in developing activation and adoption plans ensuring continued growth and also of the Partner services within the company.
  • Assist in follow up on news of the software upgrades and new product features, providing any necessary training with primary aim to optimize all customers’ experience of software, therefore increasing overall customer retention and adoption. You will become expert in our customer support tools such as WalkMe, Planhat and HubSpot to help team and customers maximise use of these tools. You will be involved in future adoption programmes or solutions as the company brings them online and roll out with the initial customers.
  • Highlight (where appropriate) any new opportunities for upsell, product enhancement or community-based feedback. Being the eyes and ears of the customer for success team and CSM.
    • Responsibilities include:
  • Main responsibility for planning, developing and executing activation and adoption plans with customers.
  • Ensures all customers are successfully using product and any associated services by monitoring, documenting and reporting back on usage against agreed KPIs.
  • Working with CSM to realise customer strategies through clear activation and adoption of product, ultimately improving customer lifetime value and reduction churn.
  • First port of call for customers inbound enquiries providing ad-hoc training.
  • Ensure customers remain satisfied with product by educating them about relevant functional capabilities and possible upgrades.
  • Aid with development and improvement of product by gathering feedback to identify recurring issues and addressing these with product manager.
  • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
  • Support and lead where appropriate new community-based initiatives either on or offline as they are developed.
  • Build positive relationships with customers and colleagues, through great communication and a positive attitude.
  • Create, support or manage set-up of supporting documents/tools, invoicing, usage reports, contracts, audits, data insights, as required
  • Potential to manage small portfolio of your own customers in agreed timeframe
    • You will be based in Essex at the UK office, but you will be part of a Global team with possible occasional travel being necessary for meetings with either colleagues or customers.KEY REQUIREMENTS:
  • Proven track record of success within the Tech sector, preferably software / marketing
  • Technical aptitude and ability to understand and explain complex concepts in simple terms
  • Self-starter, ability to work independently as well as part of a wider team
  • Great interpersonal and relationship-building skills
  • Customer service experience and a customer-centric attitude
  • Confidence in running workshops and any follow up documentation
  • B2B sales experience is beneficial to assist in identifying opportunities for upselling
  • Experienced in working with large global blue-chip companies
  • Aptitude for building and managing relationships across organisation (internal & external)
  • Experience of working with numerous stakeholders (preferable)
  • Working knowledge of database management systems, Microsoft Office, Google and general online software
  • Proven ability to work independently offering solutions and proactive ideas
  • To work efficiently under pressure and to tight deadlines (when required)
  • Experience working with virtual teams and other countries and cultures (preferable)
    • Culture and CharacteristicsYou will be able to demonstrate:
  • Self-awareness.
  • Ability to gain internal and external buy-in, bringing stakeholders on board.
  • Problem solving skills.
  • Likeability, charisma, a sense of being trustworthy.
  • Skills in process driven activity, organisation and time management.
  • Impeccable attention to detail.
  • Excellent communication.
  • An inquisitive mind.
  • An ability to listen.
  • Excellent preparation.
  • Ability to take responsibility.
    • This really is a fantastic company to work for; growing, successful, stable, profitable. Get your application ASAP as interviews are starting now and they want to hire. Required skills
  • Customer Retention
  • Danish
  • Norwegian
  • Brand Activation
  • Customer Success

    • Keyskills :
    Customer Retention Danish Nwegian Brand Activation Customer Success

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