Our Client
A leader in the digital communication space, providing businesses with a cutting-edge SaaS solution for creating interactive, people-centred digital content.
The platform is purpose-built for HR, Communications, and L&D teams - whether it's internal comms, recruitment packs, sales presentations, or training materials, the platform bridges geographical gaps, supercharges engagement, and creates unforgettable immersive experiences that captivate, inform, and inspire. Think Canva, but better!
Some of the world’s leading names use the platform, including Rolls Royce, the NHS, Coca Cola and Sodexo, with new and exciting clients joining us every day.
About the Role
As a Customer Success Executive, you'll manage the NHS portfolio, maximising the value of the platform from their very first interaction. You’ll support multiple NHS trusts across the country, helping them navigate our platform, resolve issues, and leverage its full potential to meet their communication and engagement goals.
Key Responsibilities
* Client Onboarding: Assist with onboarding new clients, ensuring they understand the platform and are set up for success.
* Customer Support: Provide daily support to customers via email, phone, and online meetings, addressing questions, troubleshooting issues, and offering solutions.
* Relationship Building: Cultivate strong relationships with customers, gaining a deep understanding of their needs and ensuring they feel valued.
* Process Improvement: Work closely with the Customer Success team to identify and implement improvements in our processes, enhancing customer experience.
* Product Expertise: Become an expert on the platform, using this knowledge to help customers maximize their ROI.
* Feedback Loop: Communicate customer feedback to the Product Development team, contributing to ongoing improvements and updates.
What We’re Looking For:
* NHS Experience: Background either working within the NHS, or providing a software solution to the organisation would be highly advantageous.
* Customer-Facing Experience: Previous experience in a customer-facing role, with a proven track record of delivering excellent service.
* Technical Aptitude: Ability to quickly learn and adapt to new software and technologies.
* Communication Skills: Exceptional written and verbal communication skills, with the ability to clearly convey information to customers.
* Problem-Solving: Creative and analytical problem-solving skills, with a focus on finding solutions that benefit both the customer and the business.
* Team Collaboration: A strong team player who is willing to collaborate across departments to meet customer needs.
* Organisational Skills: Ability to manage multiple tasks and priorities effectively.
* Growth Mindset: A proactive learner who is eager to develop and grow within the role.
* Software Experience: Familiarity with CRM systems and customer support tools is a plus.