Customer Success Executive

Role Overview

• Manage a portfolio of customer accounts, maintaining regular contact and assisting with queries about CV-Library products
• Review customer activity to offer helpful guidance and ensure they get the most from our products and services
• Highlight any potential upsell opportunities to the sales team
• Support customers through onboarding, providing basic training and direction where needed
• Stay aware of market trends to help deliver a strong level of customer service
• Handle customer queries promptly and professionally, meeting agreed KPIs
• Manage multiple tasks effectively while keeping the customer experience central to your work
• Work closely with internal teams, especially Sales, to help build positive, long-lasting client relationships

Requirements

• Clear and effective communication skills with customers and colleagues
• A strong customer-first mindset and proactive approach to learning
• Strong organisational and time management skills
• Comfortable using technology and learning new systems quickly
• Confident problem-solving skills and ability to resolve customer issues
• Able to work well independently and as part of a team
• Previous customer service or administrative experience is beneficial but not essential

Benefits

• 23 days holiday, plus bank holidays
• Additional day off for your birthday
• Holiday buy/sell scheme
• Life Assurance
• Medicash healthcare cashback plan – includes dental, physio, osteopathy, complementary and alternative therapies such as reflexology
• Discounts as part of Medicash, gym memberships, shopping, entertainment etc.
• Employee Assistance Program and Mental Health First Aiders
• Pension contribution up to 7%
• Ongoing training and development – face to face training sessions available throughout the year
• Long Service Awards