Customer Success Associate

Chambers and Partners; City of Westminster; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading legal information provider in the UK is seeking a Customer Success Executive to manage and support customers through their subscription period. You will ensure renewals, onboard new clients, and work collaboratively with various teams. Ideal candidates will have 1-2 years in customer-facing roles and impressive communication skills. A background in CRM systems, particularly Salesforce, is a plus. This role offers a chance to engage with clients and develop supportive strategies to enhance their subscription experience.

Qualifications

• 1-2 years in a previous Customer Success or client-facing role.
• Impressive communication and interpersonal skills, both in person and remote.
• Knowledge of customer success best practices and procedures.
• Knowledge of Salesforce or other CRM systems would be highly beneficial.
• Some knowledge of the legal sector would be desirable.

Responsibilities

• Ensure the customer renews products for the following Chambers Guide/subscription period.
• Onboard new customers and help them maximize their purchase value.
• Work with marketing, product, and sales on retention campaigns.
• Identify upsell and cross-sell opportunities.
• Resolve customer queries with internal teams as needed.
• Identify risky accounts and mitigate cancellations.
• Collaborate with internal teams for developing new initiatives.

Skills

Communication skills

Interpersonal skills

Customer success best practices

Knowledge of Salesforce or CRM

Legal sector knowledge

Fluency in Mandarin

Fluency in Portuguese

Fluency in French

Fluency in German

Job description

The Customer Success Executive focuses on managing and supporting customers during their subscription period and helps to secure the renewal.

Responsibilities

• Ensure the customer renews products for the following Chambers Guide / subscription period.
• Onboard new customers and focus on helping them get the most value out of their purchase, sharing best practice and success stories.
• Work with marketing, product and sales teams on retention campaigns to raise awareness of Chambers and help to develop the product offering.
• Identify upsell and cross-sell opportunities and make the appropriate referrals.
• Resolve customer queries and liaise with internal teams where needed.
• Identify risky accounts and take the necessary steps to mitigate any cancellations.
• Work closely with other internal teams to aid the development of new initiatives as well as improving current initiatives.

Qualifications

• 1-2 years in a previous Customer Success or client-facing role
• Impressive communication and interpersonal skills, both in person and remote
• Knowledge of customer success best practice and procedures
• Knowledge of Salesforce or other CRM systems would be highly beneficial
• Some knowledge of the legal sector would be desirable

Person Specification

• A natural people person who enjoys helping others
• Highly organised
• High level of accuracy and an eye for detail
• Fluency in Mandarin, Portuguese, French, or German is a plus