Customer Success Executive

Our Client Success Team plays a key role in ensuring exceptional client experience and satisfaction. This role involves reviewing service performance, generating insightful reports, and proactively managing client needs across tickets, projects, and internal tasks.

It will also involve acting as an escalation point and therefore require strong communication skills, attention to detail, and a proactive approach to client engagement.

Duties and Responsibilities:

• Monitor and evaluate service delivery against agreed SLAs and KPIs
• Prepare and deliver client performance reports, including ticket resolution times, project progress, and service metrics
• Serve as the primary point of contact for key clients, addressing any concerns, issues, or escalations and ensuring they are resolved in a timely manner
• Provide actionable insights to internal teams and clients
• Actively monitor open tickets and ensure timely updates and resolutionCoordinate internal tasks to meet client expectations and deadlines
• Build strong relationships to enhance retention and satisfaction
• Identify opportunities to improve processes and client experience

Knowledge and Skills Required:

• Ability to build, improve and gain stakeholder engagement for a client first culture
• Proven experience in client experience or client service management role
• Strong organisational and time management skills
• Excellent communication and interpersonal abilities
• Proficiency in order management software / ITSM systems
• Analytical mindset with the ability to interpret data, create reports and make informed decisions
• Skilled in managing multiple tasks simultaneously
• Ability to work collaboratively with cross-functional teams
• Detail-oriented with a commitment to quality
• Familiarity with ITIL frameworks and best practices for service management
• Leader, client centric, empathetic, passionate, critical thinker, innovative and results focused
• 23 days annual holiday + bank holidays
• Loyalty Holidays
• Pension with Employer contributions
• Experience Team Building days, Wellness Days and Team Incentives

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