Operations & Client Support Executive

The Operations and Client Support Executive plays an important role in ensuring the success of the Customer Success and Sales teams by ensuring smooth and efficient operational support. Reporting to the Head of Customer Success and Operations you will be central to maintaining high levels of service delivery and internal coordination being a bridge between customer-facing teams and internal processes.

You will manage important administrative functions supporting customer interactions and driving operational efficiency.

Responsibilities

Administrative Support Provide critical administrative assistance to the Customer Success and sales team including processing orders credits tracking deployments checking invoice detail and coordinating with internal departments to meet customer requirements. Help prepare sales proposals quotes and renewal documentation. Support the CS team in preparing customer-facing materials reports and presentations.

Manage and maintain Net Promoter Score (NPS) data across customer accounts ensuring collection and accurate recording. Monitor NPS trends and identify patterns in customer feedback to support proactive engagement strategies.

Customer Engagement & Post Sale support Act as a primary contact for customers responding to inquiries sharing product information and ensuring a high level of customer satisfaction. Responsibilities include preparing quotes processing orders and managing customer communications. Support onboarding and offboarding processes for customers and internal team members. Use the on-boarding platform to ensure new customers receive the required license keys and welcome emails. Following up with customer post-sale to ensure smooth adoption and usage of products. Support account teams in closing the loop with customers by sharing updates resolving issues and communicating actions taken based on feedback.

Sales Operations Support daily sales activities by maintaining accurate sales data generating performance reports and contributing to strategic decision-making through data insights.

Cross-Functional Collaboration Work with logistics warehouse and other operational teams to ensure accurate delivery of products and services. Facilitate effective communication between sales and other departments to streamline processes.

Qualifications :

• Interact with integrity and respect with customers and internal teams both verbally and in writing.
• Organisational Skills Handle a variety of tasks prioritising and maintaining a focus on details.
• Customer Service Orientation Demonstrate proactivity to customer needs and resolving issues.
• Technical Proficiency Comfortable using CRM systems order processing tools and Microsoft Office (especially Excel and Outlook).
• Team Collaboration Experience working cross-functionally and supporting team goals.
• Analytical Approach Ability to interpret sales data and contribute to performance insights.
• Comfortable to navigate uncertainty and changing priorities.

Desirable:

• Experience in an operations support role.
• Familiarity with contract management and customer onboarding processes.
• Understanding of SaaS or tech industry operations.

Additional Information :

Benefits package includes:

• Hybrid working
• Great compensation and discretionary bonus
• Core benefits include pension Bupa healthcare Sharesave scheme and more
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.

Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

Grade: F/EB10

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Remote Work :

No

Employment Type :

Full-time