Customer Success Executive

What the role is all about 

The role of a Customer Success Executive is to provide a bestinclass postsale customer service and support relationship management retention and growth for our larger business accounts. You will deliver outstanding 1:many customer engagements delivering an outstanding customer experience developing and growing value. You will develop relationships with our customers by building trust understanding their business reactively managing issues or concerns and proactively anticipating their needs to sell and deliver the best solutions from our portfolio. You will be responsible for maintaining and developing a customercentric approach that balances both commercial and experiential priorities; ensuring high customer retention and increasing revenue through upsell and crosssell activity. You will also troubleshoot and facilitate the resolution of issues (technical and nontechnical) working crossfunctionally where required to assure customer success.

What youll be doing 

• Serve as the primary point of contact for all commercial and noncommercial relationships with our customers driving value growth retention and loyalty across the Business base
• Serve as customer advocate internally while effectively collaborating with internal crossfunctional teams
• Develop and maintain relationships with key customer contacts to build a working understanding of their business model to bring a value alignment
• Early engagement with acquisition colleagues to ensure smooth and seamless journey from acquisition activity
• Uncover opportunities to help customers grow their business and improve the potential to grow revenue for the business in the process
• Accountable for the financial performance of customer contracts
• Achieve individual monthly targets as set by Business across a range of commercial and experiential metrics
• Ensure all customer communication is recorded within the respective records and all calls dealt with in a professional manner
• Responsible for monitoring ongoing customer health customer satisfaction/NPS acting on feedback to improve and drive satisfaction
• Support Three senior leadership in achieving strategic goals and monitor progress through the use of appropriate metrics

Qualifications :

What youll ideally bring... 

• Proven sales/service experience via inbound/outbound call handling 

• Demonstrable experience in successfully managing customer relationships ideally business to business experience but not essential.

• Proven track record of achieving/exceeding targets and proactively identifying ways to maximise customer growth and retention opportunities

• Ability to develop and maintain relationships and a network of contacts independently

• Excellent written and verbal communication skills including prior experience in delivering presentations to customers and stakeholders.

Additional Information :

Please note: 

This is a hybrid role working between your home 23 days a week) and our Glasgow office 23 days a week).

Salary range for this role starts at 28320and exact salary will differ by job and experience.

#LIHL1

Our people make us who we are. Were a diverse and inclusive bunch and its important you can feel you belong here. We value everybody for who they are and what they bring to the table supporting one another as we continue to deliver for our customers.

With that in mind if you do not tick every box in the job advert above there are likely other valuable attributes and skills you have that would make you a great addition for the team. So if you feel this role is for you then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race gender identity sexual orientation age religion disability marital status family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail our core hours at Three are between 10:00 and 16:00 with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.

Remote Work :

No

Employment Type :

Fulltime