Customer Success Executive

Job Description

Reporting to the Customer Success Manager, you will bring energy and enthusiasm to the role, with the natural ability to quickly establish a rapport with your customer stakeholders and support sustaining long-term, positive relationships with customers whilst exploring opportunities to extend service offerings provided.

The role requires a candidate who is driven, solution focussed, who can collaborate with internal and external stakeholders, and who has a proven track record of working within a fast-paced environment whilst setting goals and achieving high results. The candidate should have strong interpersonal skills.

Whilst not a technical role, the Customer Success Executive will be expected to develop and maintain a strong technical understanding of the products and services which Acronyms provide.

The role is a mix of office and fieldwork. You are expected to attend company meetings, client meetings and networking events as required.

Roles and responsibilities

• Build and maintain strong, positive relationships with clients assigned to you.
• Ensure that all clients receive services that are within their budget and meet their needs.
• Discover and up-sell/cross-sell opportunities to extend service offerings to clients.
• Remain diligent and ensure all contracts are renewed upon expiration.
• Demonstrate exceptional attention to detail with all administrative tasks.
• Visit and host clients in order to form a close bond and foster a “can do” attitude. This includes out-of-hours events.
• Handle complaints in a professional manner, ensuring follow-up actions are taken and company process followed.
• Generate progress reports for clients, the Customer Success Manager and other senior staff.
• Work closely with the Sales Team and liaise with the Technical Team on behalf of the client.
• Deputise for the Customer Success Manager in their absence, where directed.
• Develop and maintain a sound technical understanding of products and services the company offers.
• Provide an exceptional service to the client and a positive relationship with your colleagues.
• Undertake training and to assist in training other or new members of staff as required.
• Undertake other duties as may be required within the general scope of the job.
• Work in accordance with all company procedures and guidelines.

Required Experience

• Minimum two years’ experience in a similar role.
• Experience of working within technology (preferred but not essential).
• Experience of working for an SME (preferred but not essential).

Desired Skills

• A driving licence and willingness to travel.
• Exceptional communication and inter-personal skills.
• Organised, proactive and with exceptional attention to detail.
• Driven and solution focused.
• Basic IT knowledge (including all Microsoft packages).

Qualifications

• Overall sound educational background.

Benefits

• 25 days of annual leave, plus bank holidays, rising by one day per year after five years of service.
• Workplace pension and life insurance.
• Enrolment into the company’s Vitality Healthcare Scheme.
• One day per year, fully paid, to volunteer and ‘give back’ to a charity or local cause of your choice.
• Regular social events.

About Acronyms

Acronyms is an IT support company offering a range of IT services, designed to save organisations time that they can spend on growing their own businesses.

Whether employees need day-to-day assistance or an IT manager needs some additional technical support, our experienced IT support staff can be on hand to offer expert advice.

We understand that not everyone is an expert in IT. Therefore, we adapt to the level of expertise our customers require, by avoiding the use of unnecessary jargon and by taking time to explain solutions.

With a wealth of experience across the team, we work to the demands of our customers to provide a number of IT support services, wherever and whenever they’re needed.

Apply

To apply please use the form on this page or send a covering letter and CV to careers@acronyms.co.uk.