• Office Location: Dragon Court, 27-29 Macklin Street, London WC2B 5LX
  • Office Name: Reed Online
  • Sector: Sales & Customer
  • Salary: £25000 - £32000
  • Job Type: Permanent
  • Role Type: Full-time
  • Job Ref: 435499

Customer Success Executive

Reed Online are looking for a Customer Success Executive to join their expanding team based in Holborn, Central London (remote working until June). 

Overview

Customer Success is an essential role which ensures reed.co.uk customers have the best possible experience. With a primary focus on Customer needs during trial periods and campaign life-cycles, you will work strategically to ensure the customer is fully equipped to get the most from the services that reed.co.uk provides and begin working with them as a key partner in their recruitment process.

Key Responsibilities

  • Establish strong working relationships with customers throughout the entire trial or campaign lifecycle
  • Exhibit a dynamic, proactive and investigative approach to customer scenarios
  • Communicate expectations and deadlines to customers and internal stakeholders
  • Capture customer requirements and communicate these as needed
  • Balance multiple technical touchpoints to appropriately monitor, review and assess customer performance
  • Escalate issues when customers’ success is at risk
  • Communicate enhancement requests as appropriate
  • Assess customer data and develop this data into tangible and actionable insights for the customer
  • Strategise and solution finding in response to customer issues
  • Travel to customer sites when necessary
  • Provide customer demos as needed
  • Create and maintain workflow / process documentation and materials
  • Coordinate hand-over to Customer Success Manager / Account Management
  • Maintain accurate customer communication records

Skills and Experience

  • Demonstrable experience in client service
  • Technical prowess – Knowledge of Outlook, Salesforce
  • Tremendous interpersonal, written, and verbal communication skills
  • Excellent teamwork and collaboration skills
  • Solid customer service skills including excellent business judgment skills
  • Sound ability to multi-task in a fast-paced, time sensitive environment
  • Analytical skills required to review data, apply logic and reason, and draw appropriate conclusions about findings
  • Attention to detail 
  • Campaign management experience would be a credit

Key Measures and Targets

  • Customer conversion rate (% target)
  • Maintaining of process documentation and records 
  • No. successful customer demo’s
  • Positive feedback on any Customer Satisfaction Survey issued

Join Reed and help us achieve our purpose of improving lives through work.

Proud winners of:

  • #1 Recruitment Agency – Glassdoor Best Places To Work 2020
  • Glassdoor Top CEOs 2019
  • The JobCrowd Top Companies for Graduates to Work For 2021
  • The JobCrowd Top Companies for Apprentices to Work For 2021

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Our Values, Your Values; Our Future, Your Future

All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. Reed is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

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