Come join us and make a difference in the world!
Discover more at www.necsws.com
Job DescriptionAs a Customer Success Executive, you'll be the primary point of contact for a dedicated portfolio of customers. You'll build strong, trusted relationships that drive engagement, satisfaction and retention, ensuring they get the most from the Platform and our services. You’ll collaborate across all teams and levels of the organisation to deliver a seamless, end-to-end customer journey that consistently exceeds expectations.
Proactively engage with customers to understand their evolving needs, gather feedback, and identify opportunities for improvement. Use these insights to enhance the Platform (and other products), ensuring our solutions deliver maximum value and help customers achieve their strategic objectives.
Responsibilities
● Onboarding and Implementation: Lead new customers through the onboarding process, including product set up, data integration and configuration, to ensure a smooth transition and successful implementation.
● Relationship Management: Build and nurture strong relationships with customers, understanding their business needs and challenges and aligning our solutions to help achieve their business objectives. Handle client queries, concerns, and escalations with professionalism and speed.
● Customer Support: Deliver timely, empathetic, and solution-oriented support while collaborating closely with Customer Operations to ensure seamless service; proactively manage customer needs, resolve issues with care and professionalism, and contribute to ongoing customer satisfaction and retention.
● Product Training and Adoption: Conduct training sessions, webinars and workshops to educate customers on product features, best practices and utilisation strategies, ensuring maximum adoption and value realisation.
● Customer Feedback and Advocacy: Collect and relay customer feedback to identify trends, opportunities for improvement and product enhancement requests, advocating for customers' needs within the company.
● Account Management: Monitor customer accounts, track key metrics, and identify opportunities for upselling and cross-selling additional products or services to drive revenue growth and customer satisfaction.
● Active member of the Customer-facing team, collaborating with internal teams to deliver a seamless customer experience
● Maintain accurate records of client interactions and activity in the CRM system
Your skills and experience
● Previous experience in customer success, account management, client servicing or a related field
● Exceptional communication and interpersonal skills, with a knack for building rapport with people
● A customer-first mindset with a passion for delivering exceptional service
● Ability to manage multiple clients and projects simultaneously
● Proven analytical and problem-solving skills to understand customers' challenges, troubleshoot issues and propose effective solutions
● Technical, detail-oriented, comfortable handling data
● High-level problem solving, organisational and analytical skills
● Self-directed, able to multitask with exceptional organisational skills and work effectively in a fast paced environment
Your personal qualities
● Strong collaboration skills, able to work effectively with cross-functional teams, including sales, product development and engineering to drive customer success
● A high level of self-motivation and resilience
● A desire to learn and grow in a fast-paced start up environment
● Ability to work independently or with remote/distributed teams
● Able to comfortably deal with pressure and ambiguity
● You’re flexible and happy to turn your hand to anything
● You’re curious, proactive and forward thinking
● You’re always willing to learn and to try out new ways of working or thinking from others
● You thrive on working at pace and you value and deliver high quality work
Additional InformationWe are proud of the benefits we offer employees of NEC Software Solutions
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/ sell
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A fantastic selection of flexible benefits to suit your individual needs
- We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. This role will require UK Security Clearance.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
