Customer Success Associate

With a goal of protecting the revenue and growing the customer base, as Customer Success Administrator, you will own the Churn Log (PowerBI spreadsheet with client renewal information) where all risk and potential churn (renewal date) is captured and proactively update this daily. 

You will build trust with the team and ensure that all entries are accurate to ensure up to date forecasting reflects the true picture of churn and risk.  
You will report to the Director, Customer Success. 

Customer Success Administrator will own/assist with specific project's and be responsible for the outcomes of the projects. 

Essential Job Functions: 

·         Managing the churn log, checking for accuracy and that all relevant cells are filled in correctly 

·         Identify and report to Director the High-Risk weekly numbers.  

·         Provide a monthly summary of movement across the risk status and churn pending. 

·         Build and foster relationships with key supporters, decision makers and stakeholders across internal teams 

·         Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes 

.      Undertake specific projects as requested to enhance customer value and business revenue 

Preferred Skills: 

·         Customer Success / Service experience. Demonstrate success managing customer relationships  

·         Strong Customer Success / Service skills and excellent verbal and written communication 

·         Ability to effectively manage multiple priorities and activities simultaneously 

·         Excellent video, phone, written, and verbal communication skills 

·         Organized with a high attention to detail and ability to prioritize and manage time for successful execution 

·         Demonstrated ability to assess business needs 

·         Comfortable interacting with and tailoring messaging to all levels of internal stakeholders 

·         Able to identify risks that may impact the success of projects and work with colleagues to determine appropriate mitigating actions 

·         Confident, self-motivated, and a true team player 

·         Demonstrated desire to learn 

·         Proficient using Word, Excel and Powerpoint 

·         Knowledge of the Finance, Payments industry or BACS is desirable 

Requirements

This is a hybrid role based in our office in Theale. You are required to attend the office 3 times a week

You must have previous customer facing experience and demonstrate affective customer facing interactions via phone, email, Teams, etc.

Please note that this is an entry level role.