Customer Success Executive

Ricoh; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in technology solutions is looking for a Customer Success Specialist to support sales teams and enhance customer satisfaction. The role involves liaising between various departments, improving customer journeys, and ensuring service levels are met. Ideal candidates will have experience in customer success or account management, excellent communication skills, and a strong attention to detail.

Benefits

Competitive salary

Bonus structure

Holiday entitlement

Flexible retirement plans

Health support

Company car or allowance

Cycle-to-work scheme

Various discounts

Qualifications

• Experience in customer success or account management, preferably in B2B or SaaS.
• Proven success in managing mid-to-large client accounts.
• Ability to identify upsell opportunities and improve account growth.

Responsibilities

• Support internal sales teams, enhancing customer experience.
• Liaise between Sales and departments for workflow coordination.
• Collaborate to improve the customer journey from order to fulfillment.

Skills

Client Management

Customer Success

Communication

Organization

Attention to Detail

IT Literacy

Numeracy Skills

Ability to Work Under Pressure

Job description

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Role Responsibilities

1. Act as a key support resource to internal sales teams, contributing to a seamless and efficient sales cycle, and ensuring timely post-sales activities that enhance customer experience.
2. Liaise between Sales and departments such as Order Processing, Credit Control, and Supply Chain to coordinate workflows that support customer success by anticipating needs and removing obstacles.
3. Collaborate to improve the customer journey from order placement through fulfillment, allowing sales to focus on strategic engagement and revenue growth.
4. Apply a customer-first approach and contribute insights for process improvements, identifying issues or opportunities impacting customer satisfaction or productivity.
5. Work with sales teams as the primary contact for coordinating tasks and develop cross-functional communication to ensure timely resolution of customer issues.
6. Meet or exceed service levels and KPIs set by the Customer Success Team Leader, contributing to business growth and customer retention.
7. Provide consistent support and process reliability to sales, aiming to improve customer satisfaction and success.

Ideal Candidate Profile

• Experience in customer success, account management, or similar client-facing roles, preferably in B2B or SaaS environments.
• Proven success managing mid-to-large client accounts with positive outcomes in retention and satisfaction.
• Experience working with sales teams, understanding revenue drivers and sales cycles.
• Ability to identify upsell/cross-sell opportunities and contribute to account growth.
• Excellent communication skills at all levels.
• Good IT literacy and numeracy skills, including working with databases.
• Strong attention to detail, organizational skills, and ability to work under pressure.
• Self-motivated and able to work independently.
• Knowledge of Oracle or similar tracking software is advantageous.

Application and Benefits

We encourage prompt applications due to high application volume.

We offer a role aligned with your skills and values, with an excellent package including a competitive salary, bonus, and benefits such as holiday entitlement, volunteer leave, flexible retirement plans, health support, and more. Specific role benefits may include a company car or allowance, cycle-to-work scheme, and various discounts.