Customer Success Executive

As a Customer Success Executive youll be the primary point of contact for a dedicated portfolio of customers. Youll build strong trusted relationships that drive engagement satisfaction and retention ensuring they get the most from the Platform and our services. Youll collaborate across all teams and levels of the organisation to deliver a seamless end-to-end customer journey that consistently exceeds expectations.
Proactively engage with customers to understand their evolving needs gather feedback and identify opportunities for improvement. Use these insights to enhance the Platform (and other products) ensuring our solutions deliver maximum value and help customers achieve their strategic objectives.

Responsibilities
Onboarding and Implementation: Lead new customers through the onboarding process including product set up data integration and configuration to ensure a smooth transition and successful implementation.

Relationship Management: Build and nurture strong relationships with customers understanding their business needs and challenges and aligning our solutions to help achieve their business objectives. Handle client queries concerns and escalations with professionalism and speed.

Customer Support: Deliver timely empathetic and solution-oriented support while collaborating closely with Customer Operations to ensure seamless service; proactively manage customer needs resolve issues with care and professionalism and contribute to ongoing customer satisfaction and retention.

Product Training and Adoption: Conduct training sessions webinars and workshops to educate customers on product features best practices and utilisation strategies ensuring maximum adoption and value realisation.

Customer Feedback and Advocacy: Collect and relay customer feedback to identify trends opportunities for improvement and product enhancement requests advocating for customers needs within the company.
Account Management: Monitor customer accounts track key metrics and identify opportunities for upselling and cross-selling additional products or services to drive revenue growth and customer satisfaction.
Active member of the Customer-facing team collaborating with internal teams to deliver a seamless customer experience
Maintain accurate records of client interactions and activity in the CRM system

Qualifications :

Your skills and experience
Previous experience in customer success account management client servicing or a related field
Exceptional communication and interpersonal skills with a knack for building rapport with people

A customer-fi rst mindset with a passion for delivering exceptional service

Ability to manage multiple clients and projects simultaneously

Proven analytical and problem-solving skills to understand customers challenges troubleshoot issues and propose effective solutions

Technical detail-oriented comfortable handling data

High-level problem solving organisational and analytical skills

Self-directed able to multitask with exceptional organisational skills and work effectively in a fast paced environment

Your personal qualities

Strong collaboration skills able to work effectively with cross-functional teams including sales product development and engineering to drive customer success

A high level of self-motivation and resilience

A desire to learn and grow in a fast-paced startup environment

Ability to work independently or with remote/distributed teams

Able to comfortably deal with pressure and ambiguity

Youre flexible and happy to turn your hand to anything

Youre curious proactive and forward thinking

Youre always willing to learn and to try out new ways of working or thinking from others

You thrive on working at pace and you value and deliver high quality work

Additional Information :

We are proud of the benefits we offer employees of NEC Software Solutions 

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell 
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares we have a invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like when you like how you like.

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. This role will require UK Security Clearance.

NEC Software Solutions is an equal opportunities employer welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

Were NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad our software is helping to dispatch ambulances support families keep trains on the move locate missing people and even test the hearing of newborn babies.

Working with us youll be helping our 3000 employees push the boundaries of whats possible and support amazing public services.

We work with governments hospitals police forces housing providers local authorities and more. We help them pay financial support faster speed up treatments for patients and respond to emergencies in the right way. The more we do the more our customers can do for others. And together we make a world of difference.

Wed love your help. And well support you all the way.

Remote Work :

Yes

Employment Type :

Full-time