Customer Success Enablement Specialist

EF Recruitment; City Of London; Hybrid; GBP 45,000 - 70,000; Full time

Benefits offered by this job

Free breakfast on site

Job summary

EF Recruitment in London is seeking a Customer Success Enablement Specialist for a 9-month contract to drive retention and growth across a global base of accountants, sole traders and small businesses. The role is hybrid with 3 days in the office.

You will design and implement retention programmes, quantify impact, and collaborate with global peers to reduce churn and increase customer lifetime value.

Qualifications

• Minimum of 4 years experience in Customer Success with retention/revenue targets.
• Strong business acumen and strategic thinking.
• Data-driven with ability to quantify ROI and identify improvement areas.
• Excellent written and verbal communication skills.

Responsibilities

• Drive and deliver retention programmes leveraging digital platforms and human interactions
• Develop programmes to build robust relationships with customers and foster loyalty
• Embed AI, data, and propensity models to enable proactive interventions against churn
• Partner with Customer Experience Design to create design, playbooks and implementation plans
• Programme manage implementation of initiatives with global peers and stakeholders

Skills

Years of experience

Strategic thinking

Data-driven

Excellent communicator

Job description

Customer Success Enablement Specialist sought for 9-month contract responsible for driving retention and customer growth across a global customer base, primarily consists of accountants, sole traders and small businesses.

Located in superb offices in central London, hybrid with 3 days a week in the office.

Responsibilities

• Drive and deliver net new retention programmes which leverage digital platform capabilities and human assisted interactions
• Develop programmes which deliver robust relationships with all customers, fostering trust and loyalty.
• Further embed their use of AI, data, and propensity models to develop proactive intervention capabilities that prevent customer churn
• Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives
• Programme manage the implementation of programmes working with global peers and stakeholders

Skills

• You have a minimum of 4 years experience and a track record of exceeding retention and revenue targets in the Customer Success space
• Strategic thinker with strong business acumen
• Data driven - able to quantify ROI, articulate impact and identify focus areas for continuous improvement
• Confident communicator - you will have excellent written and verbal communication skills

Benefits

• Long contract
• Hybrid
• Free breakfast on site