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Internal Customer Success Specialist

Location
Milton Keynes, Buckinghamshire
Salary
£28,000
Job Type
Permanent
Posted
3 Nov 2021

We are in the process of recruiting for an Internal Customer Success Specialist within our team, The role is based at the Milton Keynes office, however the ability to work from home is essential until we return to the office.
Working Monday to Friday 0.
Reporting to the Internal Customer Success Manager, the Customer Success Specialist will work within the team to
support our customers both internal and external, with an aim to provide a quick and efficient service to customers with an expectation to maximise retention and improve cusomter satisfaction across the customer base.
We are looking for someone who is driven and determined and wants to embark on their career.
We are looking for somebody who is customer focused with excellent communication skills and who is proactive and takes ownership of of their customer accounts giving the highest standard of account management driving an excellent customer experience.
A team player attitude is essential as well as the ability to take ownership to ensure the desired outcome is achieved.
As an Internal Customer Success Specialist, you will be an essential asset to our business

Responsibilities:
* To meet departmental KPI's consistently
* Proactively & Reactively manage all retention, renewal and customer account activities,
to keep churn under annual targets and to deliver a best in class customer experience
* Complete business reviews to ensure customers understand the value in the solution
and are receiving return on investment.
* Take ownership of specific customer(s)/issues to improve our customer satisfaction and
support the business management of the base
* Manage the accurate reporting of all customer data within internal company systems
aligned to KPIs and internal Standard Work
* Drive improved Customer Experience (CX)
* Maintain, drive and evolve daily management activities
* Ensuring the customer expectation is managed through timely communication, and
flow of information to a satisfactory conclusion
* Responsible for keeping all documentation up to date, appropriately logged and filed
including daily management boards
* Processing customer cancellations where necessary
* Customer contact using telephone, emails and hosting virtual meetings
* Plan and organize your time effectively to allow an optimal frequency of outbound
customer calls per day and to meet required contract metrics
* Proactively monitor customers 'health' during customer calls
* Manage contract renewal activity, where applicable
* Manage all customer cancellation requests and update internal CRMs with relevant
information
* Support the Sales and Growth team with upsell where tech refresh is required
* Identify sales opportunities for growing the account
* Working with Cross Functional teams across the business to promote collaboration and
resolve customer problems quickly.
* Update and Manage SalesForce.com CRM & ChurnZero tool for assigned customer base
* Maintain a knowledge base of product and solution features/functionality of
competitor and own products
* Responsibilities other than those described above, within the capability and level of the

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Details

  • Job Reference: 413666089-2
  • Date Posted: 3 November 2021
  • Recruiter: Purple Placements
    Purple Placements
  • Location: Milton Keynes, Buckinghamshire
  • Salary: £28,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent