Customer Success Executive

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management, and compliance. We work across public and private sectors and have over 250k customers across the UK in 20 different sectors including construction, transport, retail, hospitality, education, facility and property management, manufacturing, local and central government.

We continue to evolve our Customer Success Department by working smarter to allow us to reach our churn and product adoption goals. This early career Customer Success Executive role is the perfect role for someone looking to get into Customer Success for the first time. Your primary goal is to delight and retain our customers.

• Alongside the other Customer Success Executives, you’ll own the overall relationship of a segment of our customer base and you will be responsible for maximizing customer retention and minimizing churn.
• Using our dedicated Customer Success technology ChurnZero, you’ll proactively identify disengaged customers at risk and help to re-engage them.
• You may do research to find the correct points of contact and telephone numbers.
• Once you have the right contacts you may need to re-introduce the platform and membership through persuasion, customer education, system training, and perseverance.
• You’ll log and manage your activity using ChurnZero.
• You’ll run regular product demos and training sessions to help customers make the most of the platform.
• You’ll answer inbound calls and emails about their memberships and the technology.
• You’ll provide an exceptional level of service for customers and support them through their journey with the technology.
• You’ll act as the voice of the customer and provide feedback to the Senior Management and to the Product team.

The ideal candidate we would like would have most, if not all the following qualities or experience:

• 1 year of commercial experience.
• Demonstrating a basic understanding of Construction or supply chain risk management will be preferable.
• Exceptional communication skills; able to write and speak clearly and explain complex processes to customers in a straightforward way.
• Comfortable being on the phone with customers.
• A passion for working with customers.
• Enthusiastic and shows passion and excitement for their job.
• Able to learn quickly.
• Able to prioritize and perform effectively under pressure.
• Dependable, organized, and can follow through on commitments made both internally and externally.
• A love for technology and the ability to work with computers.

As well as a career in a fast-paced environment within an expanding business, we also offer the below benefits as standard:

• Wellness fund or Private Medical Insurance (dependent upon role).
• Pension.
• Life Assurance x 3.
• 25 days holiday plus 8 Bank Holidays.
• Ongoing continual professional development (CPD).
• Holiday purchase scheme up to 5 days.
• 1 paid and 1 unpaid volunteering day.
• 24/7 Employee Assistance Programme.
• Team and company offsite events.
• Specsavers eye care voucher.
• Free tea, coffee, and fruit every week – Basingstoke office.

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Software Development