Client Success Executive
Department: Client Success
Employment Type: Full Time
Location: London
Reporting To: Client Success Director (Strategic)
Compensation: £40,000 – £45,000 / year
Description
The Client Success Executive (CSE) is responsible for supporting the Client Success team by assisting with strategic accounts within a Client Success POD. Reporting to a Strategic Client Success Director (CSD), the CSE ensures operational excellence and efficiency by handling various administrative tasks and project deliverables. While the CSD, Senior Client Success Managers and Client Success Managers focus on client engagement, the CSE serves as a vital support resource, stepping in during their absence and driving internal initiatives that enhance communication and awareness among end users.
As a CSE, you play a crucial role in the success of strategic accounts without direct client involvement. You facilitate efficient operations, support training initiatives, and create engaging content for clients and internal stakeholders. Through effective communication and problem solving skills, you help navigate operational challenges and contribute to the overall success of the Client Success team.
What’s In It For Me?
- A flexible holiday plan of up to 40 days per year
- £400 a year Wellbeing Allowance
- Private Medical Insurance
- Allowance for professional development books, e-books, and podcasts
- Contributory pension scheme
- Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands
Our teams work from our Dean Street office two days per week.
What You’ll be Doing:
- Operational Support & Administration – support the CSD, Senior CSMs, and CSMs with various administrative tasks, ensuring seamless project delivery
- Act as the first point of contact for administrative functions, reporting, and proposal building when the team is out of office
- Manage slide creation and business proposal documentation as needed
- Training & Communication – conduct webinars and bespoke training sessions for client stakeholders and champions, driving engagement and platform adoption (these can either be virtual or face-to-face)
- Attend Client Roadshows – creating and distributing communications to increase awareness and understanding of our offerings among end users
- Reporting & Analysis – maintain up-to-date records in Salesforce, including weekly pod reporting and performance analysis
- Develop and analyse dashboards to monitor account metrics and operational efficiencies
- Issue Resolution & Collaboration – resolve operational challenges that may arise, providing timely solutions that would typically fall under Client Support Team
- Collaborate closely with the Client Success team to ensure all project and operational frameworks are followed and executed effectively
Experience and Skills You Need in this Role:
- Proven experience in a client-focused support role, preferably in SaaS or a related technology field
- Strong organisational skills, with the ability to manage multiple priorities and adapt to a dynamic work environment
- Demonstrated experience in using Salesforce and reporting tools to monitor account health and performance
- Excellent partnership skills, with a focus on collaboration and clear communication
- Capable of developing training content and leading engaging sessions for various stakeholders
- Strong analytical skills, with proven ability to derive insights from data and dashboards
- Eager to learn from senior team members and develop a thorough understanding of client success strategies
- Clear and confident communicator, both written and verbal
- Proven at being comfortable to escalates issues while maintaining accountability for customer communication
- Eager to learn commercial and strategic skills by shadowing CSDs and Senior CSMs
- Demonstrated growth mindset, open to feedback, and committed to continuous improvement
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