Senior Customer Success Executive

Mentmore; Telford; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Occasional travel

Job summary

Mentmore is seeking a Senior Customer Success Executive to own a portfolio of major customers, acting as their primary contact and ensuring maximum value from our products and services.

You will collaborate with Service Operations, Commercial, Product and Finance teams to drive renewals, identify upsell opportunities and coach the Customer Success team to deliver outstanding support, while maintaining accurate records.

Qualifications

• Experience in a customer-facing role, such as Customer Success, Customer Service, Account Management, Internal Sales or Technical Support.
• Excellent verbal and written communication skills, with the ability to build rapport and explain complex information clearly.
• Be confident using a range of digital systems and able to quickly learn new software and technology.

Responsibilities

• Lead by example, setting the benchmark for customer service and commercial awareness.
• Coach and support Customer Success Executives, sharing knowledge and promoting best practices.
• Champion the effective use of HubSpot, ensuring data and activities are managed consistently.
• Support the implementation of new products, services and initiatives within the team.
• Deliver an outstanding customer experience by owning enquiries through to resolution.
• Build strong relationships with customers through proactive contact to maximise value.

Job description

Occasional travel to meet customers at their premises/for events/conferences etc.

Description of organisation

Our Client is a leader in training solutions for transport, warehousing, and logistics operations. We develop industry-compliant training materials used by our 600+ members/partners to deliver courses that award over 100,000 certificates each year. Our innovative Safety Chain methodology and commitment to collaboration and technology ensure a compliant workforce.

We are confident, we are committed, and we challenge tradition, continuously innovating to save lives.

Overview of the role

As a Senior Customer Success Executive, you will have a portfolio of the larger and more strategically important customers, acting as their primary point of contact and ensuring they achieve maximum value from our products and services. In addition to your own customer portfolio, you will support the Senior Customer Care Manager by helping drive team performance, sharing best practice and leading by example across the Customer Success team.

This is a customer-facing role that combines customer success, relationship management, complex support and commercial awareness. You will proactively engage with customers throughout their journey, helping them maximise the value of our products, resolving complex issues where required, identifying opportunities to improve their experience, and recognising opportunities to retain and grow their relationship with the client.

You should expect to spend much of your working day speaking with customers, including handling incoming calls, proactive account management calls, renewal conversations, follow-up activity and handling complex enquiries that have been escalated by our Service Operations team. Rather than simply resolving individual queries, you will take ownership of customer outcomes -understanding the root cause of issues, identifying recurring themes, coordinating with colleagues across the business and ensuring customers receive timely, professional and effective solutions.

Success in this role is measured not only by the quality of customer support you provide, but by your ability to increase customer satisfaction, improve product adoption, retain customers, secure renewals and identify opportunities to expand existing customer relationships where appropriate.

Working closely with our Service Operations, Commercial, Product and Finance teams, you will act as the customer's advocate, ensuring issues are resolved efficiently while helping shape improvements to our products, services and internal processes. You'll actively identify opportunities to simplify, automate and improve the customer experience for both customers and colleagues.

You'll become confident using the systems and digital platforms, supporting customers to get the best from our software and services while maintaining accurate customer records and ensuring compliance with company processes.

Above all, you will represent the client professionally in every interaction, delivering a consistently high standard of service that reflects our values, brand and commitment to helping customers succeed.

The role reports to the Senior Customer Care Manager and is based on a 37.5-hour working week between 8.00am and 5.30pm, Monday to Friday.

Overtime may be required from time to time and will be paid in accordancewith the Staff Handbook where 90 minutes or more has been worked on a calendar day. Time off in lieu may be offered or agreed as an alternative to overtime payment where appropriate.

Responsibilities

• Lead by example, setting the benchmark for customer service, commercial awareness, professionalism and effective use of their systems.
• Coach and support Customer Success Executives, sharing knowledge, providing day-to-day guidance and promoting best practice and achievement of retention, growth and service KPIs across the team.
• Champion the effective use of HubSpot, ensuring customer information, pipelines and activities are managed consistently and accurately, while encouraging best practice across the team.
• Support the implementation of new products, services and customer success initiatives, helping embed changes across the team.
• Deliver an outstanding customer experience by taking ownership of customer enquiries and complex issues through to successful resolution, ensuring customers receive timely, accurate and professional support.
• Build strong relationships with customers through proactive contact, helping them maximise the value of their products, services and digital platforms.
• Develop positive relationships with the Service Operations Team ensuring smooth communication and quick resolutions for the benefit of customers/partners.
• Manage customer/partner renewals (for all subscription based products) for assigned customer/partner portfolio, securing retention and identifying opportunities to grow existing relationships.
• Identify opportunities to recommend relevant products and services where they genuinely add value to the customer's business and secure additional sales
• Provide support for systems and applications, including TrainingFriend, TrainingMate, eFront, MHEi Portal and other digital services.
• Embrace the technology and digital tools, using HubSpot as your primary customer success platform. Take personal responsibility for continually developing your knowledge of HubSpot and other business systems, seeking out new features and best practice to improve customer outcomes, efficiency and commercial performance.
• Identify recurring customer issues, trends and root causes, making recommendations to improve products, processes, systems and the overall customer experience.
• Review and process customer applications, bookings, training records, certification requests and other customer transactions accurately when escalated from the Service Operations Team and in accordance with the correct policies and quality standards.
• Produce reports, customer insights and management information as required.
• Support the smooth day-to-day operation of the office and training centre, including welcoming visitors, supporting training activities and assisting with general operational coordination where required.

You will (essential)

• Have experience resolving complex customer or operational issues.
• Be able to evidence solving a recurring problem.
• Be able to evidence working collaboratively across teams.
• Have experience of prioritising effectively - balancing customer impact and commercial and compliance considerations.
• Be confident using a range of digital systems and able to quickly learn new software and technology.
• Experience in a customer-facing role, such as Customer Success, Customer Service, Account Management, Internal Sales or Technical Support.
• Excellent verbal and written communication skills, with the ability to build rapport and explain complex information clearly.

You might also have the following (desirable);

• Experience using HubSpot Helpdesk/Servicedesk.
• Experience in a SaaS, software or subscription-based business.
• Experience working to customer retention, renewal or sales targets.
• Experience supporting customers using digital platforms or business applications.
• Knowledge of workplace transport, logistics or the training industry.

Experience using AI tools to improve productivity and customer service