What the role is all about…

The role of a Customer Success Executive is to provide a best-in-class post-sale customer service and support, relationship management, retention and growth for our larger business accounts

You will delivering outstanding 1:many customer engagements, delivering an outstanding customer experience and developing and growing value.

You will develop relationships with our customers by building trust, understanding their business, reactively managing issues or concerns, and proactively anticipating their needs to sell and deliver the best solutions from our portfolio.

You will be responsible for maintaining and developing a customer-centric approach that balances both commercial and experiential priorities; ensuring high customer retention and increasing revenue through upsell and cross-sell activity.

You will also troubleshoot and facilitate the resolution of issues (technical and non-technical), working cross-functionally where required, to assure customer success.

This is a Hybrid working opportunity working both from Home and our Glasgow Offices.

What you’ll be doing…

• Serve as the primary point of contact for all commercial and non-commercial relationships with our customers, driving value growth, retention and loyalty across the Business base
• Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams
• Develop and maintain relationships with key customer contacts to build a working understanding of their business model to bring a value alignment
• Early engagement with acquisition colleagues to ensure smooth and seamless journey from acquisition activity
• Uncover opportunities to help customers grow their business, and improve the potential to grow revenue for the business in the process
• Accountable for the financial performance of customer contracts
• Achieve individual monthly targets as set by Business across a range of commercial and experiential metrics
• Ensure all customer communication is recorded within the respective records and all calls dealt with in a professional manner
• Responsible for monitoring ongoing customer health, customer satisfaction/NPS, acting on feedback to improve and drive satisfaction
• Support Three senior leadership in achieving strategic goals and monitor progress through the use of appropriate metrics