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Who are Eque2?

Eque2 provides construction businesses with financial, contract management and estimating software and are market leaders in our sector. We have recently been awarded the fastest growing tech company at the 2022 Thames Valley Tech Awards and certified as a Great Place to Work.

We have over 3,000 customers and are growing rapidly, with offices in Maidenhead and Newcastle.

Customer Success Executive

We are looking for a dynamic customer success executive to help us retain and engage our core customer base. You will be responsible for interacting with our customers, addressing their concerns, and being a key point of contact. In addition, you will also oversee the work of other employees interacting with the customers active as the guardian of a customer-centric approach with Eque2’s customer engagements.

In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and support the customer with their business goals ultimately retaining their business with Eque2.

To be successful in this role, you should have a clear communication style, persuasive attitude, excellent customer relationship skills, and a passion for customer experience. Ultimately, a top-class engagement specialist is able to improve experience by creating lasting bonds with customers.

The role will be a Hybrid role with 2-3 days per week in our Maidenhead Office.

Key Accountabilities

• Be a trusted advisor to our customers – develop and growth a healthy customer relationship
• Drive adoption of Eque2 solutions: Leveraging your involvement from Onboarding and beyond you will be expected to support customers to embrace their solution and drive adoption, utilisation and value.
• Renew and retain: As the CEM you will work in partnership with our customers to evaluate and analyse their business’s needs, helping them get increased value from their Eque2 Solution throughout through the lifecycle of their contract, working with the Account Management team to ensure that the customer has been reviewed annually and is in line with the commercial performance expectations of Eque2.
• Build trust and transparency with clients promoting customer loyalty and advocacy
• Arrange high level demonstrations and organize customer site visits to support the expansion of customers usage of the platform and Eque2 offerings, again bringing increased value to the customer.
• Stay up to date on new features and enhancements rolled out to the platform, along with the value proposition and proactively share this with your customers.

Knowledge, Skills & Experience

• Passionate about providing a best-in-class customer experience
• Proven record in managing and growing customer relationships through strong customer management skills (Questioning and active listening)
• Able to learn new technologies with ease
• Strong stakeholder management – allowing you to engage with various personas and adjusting the communication style/approach to achieve your objective(s)
• Ability to manage own time/diary, and able to prioritize according to our business or the customers’ needs.
• A proactive approach, working with internal and external stakeholders
• Ability to understand the root problem behind a specific requirement and the ability to articulate where our product assist with solving said problems
• A solid level of experience with the MS Office Suite (Word, Excel, PowerPoint) and MS Teams
• Experience and Disciplined adoption and maintenance of a CRM system
• Previous Software Customer Success role beneficial

Industry

• Minimum of 2 years’ experience working within a Software organisation, ideally within the B2B space
• Experience in a SaaS environment is a desirable for this role

Other

Flexibility to travel (UKI)

Hold a full UK driving license and valid passport

Overnight stays may be required on occasion

What we offer:

• Competitive base salary and uncapped commission
• 25 day’s holidays + your birthday off
• Generous Pension
• Perk box – includes a wide range of incentives such as gym memberships and free online workout classes
• Healthcare plan
• Employee Assistance Programme (EAP)
• Life assurance

Should you wish to apply, please forward your CV and covering letter to [email protected].