Customer Success Executive

☞ Unily

View: 117

Update day: 11-06-2024

Location: Godalming South East

Category: Consulting / Customer Service IT - Software

Industry: Information Technology Services Computer Software Staffing Recruiting

Position: Associate

Job type: Full-time

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Job content

JOB PURPOSE

As a Customer Success Executive, you are responsible for driving adoption, engagement and client satisfaction. You will monitor your client portfolio to ensure that they are achieving business value while leveraging Unily and work directly with Communications, HR and IT teams at exciting, innovative companies.

Customer Success Executives are part of the Customer Success team and exhibit strong communications skills, roll up their sleeves to get work done, remain calm under pressure and are technically savvy.

Main Responsibilities
  • Develop trusted advisor relationships with your portfolio of accounts and ensure they become Unily champions
  • Understand your clients’ objectives with the platform and oversee their progress
  • Review performance data to identify gaps in functionality use and opportunities for improvement
  • Work closely with clients and cross functional teams (Unily) to facilitate product upgrades and deployments
  • Provide excellent customer service and continuously drive value of our products and services
  • Identify renewal risks and work with Renewals Manager and Head of Customer Success to turn at risk accounts around
  • Ensure clients are utilizing customer community portal to upskill on features, functionality and support in finding content that they require
  • Identify upsell opportunities and share with Sales team
  • Invest time into your own product knowledge and digital workplace best
  • Identify and share customer success stories with the business practices

Knowledge, Skills And Experience Needed For The Job
  • 1+ year in a customer facing position
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
  • Strategic mindset, ability to think outside of the box
  • Detail oriented
Useful but not essential
  • Experience working in a SaaS environment
  • Experience working with digital workplace tools and/or content management platforms

Required Attributes
  • Strong communication skills, both written and verbal
  • Ability to work independently and as part of a team
  • Must be organised and able to prioritise, multi-task, work under pressure and to deadlines
  • Proactive, motivated, calm and show initiative
  • Friendly with a good sense of humour

Job Context And Any Other Relevant Information

This role is based at our HQ in Godalming, Surrey and will require 2-3 days in the office per week once the world returns to normal.

At Unily our Customer Success Executives are customer advocates working to drive the most benefit and value from our digital workplace products for our customers. 

Unily people are dynamic smart and forward thinking, they work hard and play hard and are natural innovators with a passion for first class delivery and customer service.

This Job Description is intended to provide guidance on the range of duties associated with the role. It may be changed to reflect or anticipate changes or to undertake additional duties as required by the Leadership Team.
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Deadline: 26-07-2024

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