The Customer Success Executive works closely with the sales and technical teams, who are working hard to grow and maintain our customer base, in providing great service to the people we work with. We need someone to help us look after existing customers and help us to help the companies we work with to be successful.
The role is full-time, working UK office hours, Monday to Friday. We’re open to flexibility on where the right candidate works but will encourage some office-based working in the first few months to help with getting to know the team.
Responsibilities include:
Market and Product Knowledge:
- Acquire and maintain a high-level understanding of the customer benefits and sales advantages of Attollo’s solutions.
- Understand where Attollo are a good fit for customer needs.
- Be able to provide customer pricing quotations for professional services projects where needed.
- Acquire and build on knowledge around our partner network and their teams, to be able to navigate their teams and information in service of our customers.
What the job entails
- Working with customers and the sales and technical delivery teams throughout the lifecycle of a customer engagement; from onboarding through to leaving our service.
- Providing a consistent, warm, engaging service to our customers across a variety of technical solutions.
- Managing expectations with customers when escalating any urgent requirements, or escalation of support needs.
- Monitoring and tracking customer support/subscription renewal rates, identifying opportunities to maintain and expand renewal agreements across the product portfolio.
- Ensuring all customers receive proactive communications from us throughout their engagement period.
- Working with colleagues across the business to gather the resources and support needed to solve customer issues and provide the best possible level of service.
- Gathering customer feedback both in written and verbal form to share back into the business to aid our continuous improvement.
- Working with the Marketing Team to coordinate customer testimonials and feedback.
- Designing and implementing customer solutions based on the Microsoft Power Platform
- Additional responsibilities as agreed with the Sales/Marketing Directors may include: Assisting the sales team in preparing for successful attendance and execution of events.
Who we’re looking for:
It is expected that as the Customer Success Executive you will have the following qualities:
- Excellent written and verbal skills and a keen eye for detail
- Ability to create quotes and check over other people's numbers/calculations
- Ability to understand technical concepts at a high level
- Highly organised, able to multitask and prioritise tasks in a changing environment
- A warm and inviting personality with great customer relations skills
- Pro-active in working as a member of the team to help achieve company aims and goals
- Fully adheres to the vision, values and ethics of the company
- Someone who thrives on improving processes to find better ways to get things done.
- Able to work independently and in a team.
Familiarity with the Microsoft office suite – Outlook, Word, Excel, Teams, SharePoint, Teams and the Power Platform would be an advantage, but can be trained.
This role might suit someone already in a sales admin/customer service role, looking for a bit more responsibility and the next step.
What we give in return:
- On-the-job training on our solutions and capabilities
- Flexibility to work from home as well as our office.
- A lovely office at the e-Innovation Centre in Telford
- A friendly, supportive team environment
- Autonomy to make the role your own.
Working with us
We are a relatively small team of 10 people - which is great if you’re the kind of person who likes to roll up their sleeves and get stuck into whatever needs doing. We’re probably not a great fit if you have great ideas but need a lot of support to execute them, or prefer to be given instruction.
Our focus is on looking after our customers and supporting each other and enjoying what we do. As a smaller company, there’s great opportunity to make an impact and a difference. We also understand the need for a bit of flexibility and balance; most of our team have families, and we encourage our teams to leave work at the door at the end of the day.
We take recruitment of new team members very seriously; we know that it’s important to get the right fit for both you and us.
