Customer Success Executive

West Sussex.info; Portsmouth; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Upskilling apprenticeship training

Cycle to work

Employee Assistance Programme

Job summary

Novatech in Portsmouth is seeking a Customer Success Executive to join our Defence Sales team. Hybrid role combining customer engagement with sales activity to drive revenue and ensure outstanding service.

You will manage relationships with MOD customers and defence partners, collaborate with Business Development Managers, and help renewals and quotes while maintaining CRM records and reporting.

Qualifications

• Experience in a customer-facing role (Customer Success, Account Management or Sales Support).
• Confident communicator, able to engage with customers, colleagues and stakeholders at all levels.
• Highly organised with excellent attention to detail; capable of managing multiple priorities; experience with CRM systems and Microsoft 365.

Responsibilities

• Build and maintain strong customer relationships across Defence accounts.
• Support post-sales journey and ensure an exceptional customer experience.
• Work with Business Development Managers to identify growth opportunities within existing accounts.
• Proactively identify cross-sell, upsell and new business opportunities and convert to revenue.
• Support customer renewals, quotations and commercial conversations where appropriate.
• Work towards KPIs and sales targets to contribute to Defence Sales team success.
• Manage customer enquiries and resolve issues effectively and professionally.
• Maintain accurate CRM records, pipeline updates and sales reporting.
• Collaborate with internal technical, operational and customer success teams to deliver best outcomes.

Skills

CRM systems

Customer relationships

Microsoft 365

Communication skills

Job description

Location Portsmouth

Work setting Hybrid

Contract Permanent

Hours Full Time- 37.5 Hours per week (Monday to Friday)

We're looking for a Customer Success Executive to join our growing Defence Sales team!

Working with customers across the Ministry of Defence, defence organisations and industry partners, you'll play a key role in managing customer relationships, supporting account growth and identifying new sales opportunities.

What you'll be doing:

• Building and maintaining strong customer relationships across Defence accounts.
• Supporting the post-sales customer journey and ensuring an exceptional customer experience.
• Working closely with Business Development Managers to identify and develop growth opportunities within existing accounts.
• Proactively identifying cross-sell, upsell and new business opportunities, and helping to convert these into revenue.
• Supporting customer renewals, quotations and commercial conversations where appropriate.
• Working towards KPIs and low level sales targets, contributing to the overall success of the Defence Sales team.
• Managing customer enquiries and resolving issues effectively and professionally.
• Maintaining accurate CRM records, pipeline updates and sales reporting.
• Collaborating with internal technical, operational and customer success teams to deliver the best outcomes for customers.

About you:

We're looking for someone with experience in a customer-facing role, such as Customer Success, Account Management or Sales Support, who enjoys building strong relationships and delivering outstanding service. You'll be a confident communicator, able to engage effectively with customers, colleagues and stakeholders at all levels.

The ideal candidate will be highly organised, with excellent attention to detail and the ability to manage multiple priorities in a fast-paced environment. Experience using CRM systems and Microsoft 365 is essential, along with a proactive approach and a genuine desire to help customers achieve their objectives.

Experience within the Defence sector or a technology-focused organisation would be advantageous, but it isn't essential. More importantly, you'll be someone who takes ownership, enjoys solving problems and is motivated by contributing to both customer success and commercial growth. As this role works with defence customers, security clearance (such as SC and BPSS) is required, we will fund the process for you to obtain this.

This role is ideal for someone who enjoys the balance of account support and sales activity. While building strong customer relationships and delivering an excellent customer experience are key, you'll also be comfortable identifying opportunities, having commercial conversations and playing an active role in driving revenue growth. If you enjoy a role that combines customer engagement with a bit of selling, this could be the perfect next step in your career.

A bit about the team:

Our Defence Sales team is made up of experienced professionals with extensive industry knowledge and strong sector connections. They are often out building relationships and attending networking events, transforming their expertise and contacts into exciting opportunities for business growth.

Collaboration is at the heart of this team’s success. Defence sales are highly technical and require a precise, consultative approach, so our Business Development team works closely with our talented Customer Success specialists to deliver an exceptional customer experience and identify opportunities to maximise value.

The team is also supported by Novatech’s operational and technical experts, enabling them to develop practical, innovative solutions that exceed customer expectations. Together, they focus on delivering results, building trust, and creating long-lasting partnerships.

This is an ambitious and energetic team that thrives on uncovering new opportunities. They're excited about the future and looking forward to welcoming new talent into the team, to help drive continued sales growth.

Our benefits in a nutshell:

• 25 days holiday plus bank holidays (with the chance to buy additional days)
• Upskilling apprenticeship training
• Cycle to work
• Employee Assistance Programme