Overview

Customer Success Executive Job at Locker Technology in Wetherby

Job Description



JOB SUMMARY

We have a new, exciting and immediate start opportunity for a Customer Success Executive to join our team. We develop software for the UK Education market which connects a school’s Management Information System with Office 365, Microsoft Teams, Google and Active Directory.

The Customer Success Executive is an essential person within the team to promote customer confidence and help manage the customer relationship. The Customer Success Executive will help drive the successful use of our products, will be the customer champion and will ensure our customers receive an outstanding customer experience.
Strategic Objectives

  • Utilise every opportunity and experience to create a customer for life
  • Build and maintain strong, long-lasting customer relationships
  • Act as the internal customer advocate to ensure the company is doing everything possible to help the customer meet their success criteria
  • Become an expert in the features, benefits and application of the company’s products
  • Act as the interface between sales and technical support
  • Ensure customer success through organising product training and webinars
  • Continuously demonstrate and communicate our value and ROI to customers
  • Continuously look for opportunities to offer additional services or functionalities to further enhance the user experience

Essential Functions

  • Manage the OnBoarding process for new customers, ensuring that the required technical prerequisites have been undertaken and that the most appropriate team member is allocated
  • Conduct post-OnBoarding calls to facilitate a smooth transition to the Support Desk
  • Manage Partners and any third-party requirements
  • Contact customers at least quarterly to ensure that there are no outstanding issues and to help build the customer relationship
  • Assist the 1st line technical support with incoming phone calls
  • Facilitate customer resolution for escalated support tickets
  • Ensure that support SLAs are continuously met
  • Follow up with unsatisfied customers to ensure issues are resolved and the customer is fully satisfied
  • Identify at risk accounts and pass to the Sales team
  • Identify and pass identified leads and cross-selling opportunities to the Sales team
  • Ensure strategic customer on-boarding is delivered and ensure high product utilisation
  • Maintain and continually update the product manuals, knowledgebase and FAQ’s
  • Inform customers of key product updates and feature enhancements
  • Ensure full adoption of critical updates and that the necessary support/training is provided
  • Assist with high severity support requests
  • Assist with software release and version testing
  • Conduct remote, pre-training software testing as required
  • Produce a regular customer email newsletter
  • Gather feedback from the customer and share with the team to drive new features
  • Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendation
  • Forecast and track KPI metrics
  • Record all customer review, onboarding and training outcomes
  • Perform other duties as required

Secondary Responsibilities

  • Provide support and cover for the 1st Line Technical Support team
  • Support of Sales in Pre-Sales activities, including demonstrations
  • Conduct root cause analysis, identify trends, and share technical knowledge with technical support to reduce the number of escalations and speed time to resolution for customers
  • Identify opportunities or risks for the company’s services, including identification of competitive services, opportunities for innovation and assessment of marketplace obstacles and technical hurdles to business success
  • Plan, develop, and provide training
  • Provide the customer with instruction and support to adapt current, established workflows to the company’s products

Performance Goals

  • Primary performance metric to be based on the Customer Renewal Rate
  • Secondary performance metrics to include SLA targets and customer feedback ratings

SKILLS AND ABILITIES:

  • A strong passion for the customer’s success
  • Strong technical, analytical, troubleshooting and systematic problem-solving skills
  • Strong organisational skills are required, ability to manage multiple simultaneous projects
  • Ability to analyse and manage customer accounts on an ongoing basis
  • Conduct discovery calls, problem solving and emerging needs identification and formulate customer specific success plans
  • Very strong computer and system competence and the ability to use media effectively
  • Must be able to perform and convey basic to medium level software applications instruction
  • Ability to communicate and work together with staff within own and other departments to solve problems
  • Ability to meet deadlines with minimal supervision
  • Ability to use prudent judgment and problem-solving skills to make reasonable decisions and recommendations that assist the Company in meeting its goals

EDUCATION AND EXPERIENCE:

  • Ideally educated to degree level
  • Dedication to customer service excellence
  • 2 years of software support/training experience in education/industry an advantage
  • Experience with Microsoft products, including Office 365, Active Directory, networks, firewalls and diagnostic tools, a plus

Application Deadline: 01/11/2020

Expected Start Date: 01/11/2020

Job Type: Full-time

Salary: £18,000.00-£22,000.00 per year

Additional pay:

Benefits:

Schedule:

Work remotely:

About Company

Company: Locker Technology

Company Location:  Wetherby

About Locker Technology