Customer Success Executive London, England
Job description
Role Description:
Customer Success Executive
The Customer Success Executive is an exciting, entry level opportunity to join a fast growing start up, gaining valuable and varied experience in delivering value and impact to our B2B customers. You will be responsible for onboarding new customers by liaising with sales, product and marketing teams to ensure we get our customers live and getting value as quickly as possible.
You will then be responsible for ensuring our customers have access to their monthly reports and will partner with our Large Corporate Sales team to build impact focused QBR’s (quarterly business reviews).
Strong organisation, excellent communication, detailed analysis and an obsession with customer satisfaction are critical in the success of this role.
About us
Rest Less is a social impact business helping a generation of over 50s get the most from life. Today’s over 50s are digitally savvy, highly engaged on social media, are more active, and fundamentally healthier than previous generations. Yet they are still under-represented across so many dimensions.
We’re here to help our members navigate through what is often a transitional stage in life. Our platforms offer a range of resources covering work, health, learning, money, lifestyle, social connections and much more.
Since Rest Less launched in early 2019, we have successfully built a trusted and respected brand that people turn to for ideas, inspiration and guidance. We have grown to over 1 million active members, whilst we are also a leading voice in the media - regularly appearing on the TV and national press, helping to challenge outdated stereotypes of this large and diverse demographic.
Core Responsibilities
Customer Onboarding, Utilisation and Retention:
● Become an expert on our backend technology and processes.
● Be the core point of contact for new customers, responsible for managing the set-up process.
● Ensure clarity with the customer on specifics they have purchased and set expectations with the customer and with internal departments.
● Provide monthly reporting access to customers
● Assist in creating the presentation for core customers for their QBR’s
● Monitor customers performance and flag any issues that could result in underperformance with the customer or internally with sales/product/marketing
● Look for efficiencies in our existing process and recommend improvements
About you
● Self motivated, proactive and results driven - you will take pride in growing the business and working with employers to deliver long term successful partnerships.
● Confident communicating with a variety of customers - You will need to be comfortable talking to senior executives one minute and entry level roles the next.
● Empathetic and able to provide a consistently high level of customer service - you’re able to put yourself in the shoes of our customers and partners, so that you are able to understand how we can best deliver for them.
● Takes ownership – this means taking ownership of tasks, customer onboarding and customer enquiries from end to end, whatever the ask.
● Humble with no ego – our culture is one of the reasons why our team enjoy coming into work every day. We’re a close-knit team and we work collaboratively.
● Experience working with customers in a B2B setting.
Skills and Experience:
● Highly organised and detail oriented: You thrive in a fast paced environment and are able to break projects down into manageable chunks and are able to prioritise.
● Customer focused: You are laser focused on ensuring customer satisfaction.
● Excellent communication: both written and verbal: You communicate in a clear, precise and succinct manner.
● Confident working with data: comfortable pulling together client reporting and looking for data driven ways to add value to your clients.
● Comfortable working with technology: such as Microsoft Office (Excel, Word,
Powerpoint) and Google equivalents (Sheets, Docs, Slides). Experience working in a
CRM, such as Hubspot, is also useful.
● B2B Customer Service/Success: You have experience working with large brands.
In order to be considered for this position, you will need to answer the following questions:
1. Out of the following industries, which ones do you think would get the most value from posting their jobs on Rest Less and why?
2. Please describe how you’ve dealt with an unhappy customer. What made them unhappy and how did you resolve this?
3. What do you think are Rest Less’s unique differentiating features compared to other job boards?
4. How do you think our business would benefit from having a Customer Success
Executive?
5. Explain how you priortise tasks when you have several customer projects to complete?
Job Type: Full-time
Salary: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in London
