Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management, and compliance. We work across public and private sectors and have over 250k customers across the UK in 20 different sectors including construction, transport, retail, hospitality, education, facility and property management, manufacturing, and local and central government.
Role Summary:
We continue to evolve our Customer Success Department by working smarter to allow us to reach our churn and product adoption goals. This early career Customer Success Executive role is the perfect opportunity for someone looking to get into Customer Success for the first time. Your primary goal is to delight and retain our customers.
Job Responsibilities:
* Own the overall relationship of a segment of our customer base, maximising customer retention and minimising churn.
* Using our dedicated Customer Success technology Churnzero, proactively identify disengaged customers at risk and help to re-engage them.
* Research to find the correct points of contact and telephone numbers.
* Re-introduce the platform and membership through persuasion, customer education, system training, and perseverance.
* Log and manage your activity using ChurnZero.
* Run regular product demos and training sessions to help customers make the most of the platform.
* Answer inbound calls and emails about their memberships and the technology.
* Provide exceptional service for customers and support them through their journey with the technology.
* Act as the voice of the customer and provide feedback to Senior Management and the Product team.
Knowledge, Skills, Experience, and Qualifications:
The ideal candidate will possess most, if not all, of the following qualities or experience:
* 1 year of commercial experience.
* Basic understanding of Construction or supply chain risk management is preferable.
* Exceptional communication skills; able to write and speak clearly and explain complex processes to customers straightforwardly.
* Comfortable speaking on the phone with customers.
* Passionate about working with customers.
* Enthusiastic and shows passion and excitement for their job.
* Able to learn quickly.
* Capable of prioritising and performing effectively under pressure.
* Dependable, organised, and able to follow through on commitments.
* Technologically savvy and able to work with computers.
What we offer:
As well as a career in a fast-paced environment within an expanding business, we also offer the following benefits as standard:
* Wellness fund or *Private Medical Insurance (dependent upon role).
* Pension.
* Life Assurance x 3.
* 25 days holiday plus 8 Bank Holidays.
* Ongoing continual professional development (CPD).
* Holiday purchase scheme up to 5 days.
* 1 paid and 1 unpaid volunteering day.
* 24/7 Employee Assistance Programme.
* Team and company offsite events.
* Specsavers eye care voucher.
* Free tea, coffee, and fruit every week – Basingstoke office.
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