Customer Success Executive

Job purpose

To drive the long-term growth and sustainability of the business by elevating our customers’ experience throughout the duration of their product subscription.

Principal responsibilities include:

• • Delivering timely, clear and helpful customer service – our business as usual

• Nurturing collaborative, trusting and productive interpersonal working relationships with the customer base we aim to delight
• Managing and maintaining our customers' profiling/sponsored content on our benchmarking platforms, and their access to our news subscription services
• Executing onboarding programmes of communication for our customers that are sensitive to the needs of new/nurture accounts vs. more established renewal accounts
• Acting as our customers’ primary point of contact – providing product support and demos, troubleshooting technical issues, and connecting them with relevant internal contacts
• Scheduling regular, ongoing touchpoints that guide our customers to engage in activities that help them to extract maximum value from the products and services that we offer
• Conducting regular/monthly audits to monitor product uptake and identify at-risk accounts
• Communicating report findings and customer feedback to Sales; Marketing; and Product teams in order to discuss and formulate improvement strategies
• Assisting in the preparation and distribution to all customers of benchmarking-related marketing assets (including marketing kits, bespoke video content etc.)
• Actively promoting high-value, relevant news subscription content and features to key account subscribers and influencers to help them extract maximum value from their subscription
• Conducting periodic/quarterly general account health checkups to assess customer satisfaction and opportunities for improvement by the business

Skills, knowledge & experience

• (essential)
• Organisational and time management skills
• Proficient understanding of Microsoft Office
• Data handling and analysis (intermediate Excel and above)
• Interpersonal skills (good written and spoken English, confidence on the telephone)
• Desire to meet targets and strong commercial awareness
• Ability to work independently and to strict deadlines

• (desirable)
• 1-2 years of experience in a professional organisation
• Exposure to client-facing, account management-based work
• Experience in CRM/SalesForce
• Experience in CMS publishing software
• Familiarity with Canva or similar design software
• Foreign languages

How to apply:

• Do not hesitate to send your CV in English.
• All job applicants will be treated with strict confidentiality.
• Only short-listed candidates will be contacted.