think TRIBE: Careers
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Client Success Executive

The Company

The business is an established and award-winning software company providing innovative solutions to a growing list of leading eCommerce clients throughout the UK. Based in the heart of Canterbury, the company offers a relaxed working environment that encourages growth and development, and which is dedicated to supporting its clients through the development of industry leading technology.

 

The Role

As part of a growing team , we are looking for two Client Success Executives.

As a Client Success Executive, you will be responsible for being the first point of contact for clients across a number of communications channels and answering any queries/questions they may have. You will be the face of the company, demonstrating our exceptional level of service to a wide range of people from company directors to the more hands-on web developer teams. You will build relationships with clients from the initial onboarding process to regularly ensuring that they are maximising use from the product.

 

Key Responsibilities

  • Be the first point of contact for clients across a number of communications channels and answer any queries/questions putting the client first at all times
  • Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value.
  • Own the onboarding process and onboard new clients to Tribe Monitoring ensuring new clients are set-up to their requirements.
  • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
  • Gauge clients levels of engagement with the company and provide feedback to other teams regarding product and service improvements.
  • Be able to manage multiple projects at once and meet deadlines where required.
  • Deliver and/or arrange training sessions as needed for technical and non-technical users online or on-site (depending on covid restrictions).
  • Clearly communicate technical information to a wide variety of audiences some of which may not be technical.
  • Conduct annual, quarterly and yearly service reviews with clients online or face-to-face at Client Head Offices (depending on covid restrictions).
  • Promote customer awareness of new releases and features.
  • Communicate with various other departments to resolve clients queries/questions, always putting the client first.
  • Assist the product owner, where needed, with the development and requirements of new features for clients.
  • Contribute to service and process improvements within the Client Success team.

 

Requirements

Essential

  • Keen to learn new concepts about user experience and technology.
  • Highly organised with regards to prioritisation, planning and documenting
  • Ability to multitask and manage multiple projects simultaneously.
  • eCommerce awareness
  • Ability to build trusted relationships
  • Excellent problem-solving skills and ability to exercise initiative
  • Self-motivated, well organised and able to prioritise
  • Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service
  • Ability to build relationships internally across different levels of the organisation and externally
  • Ability to translate technical information to a variety of different audiences ranging from technical to non-technical audiences clearly.

Desirable

  • Degree in Business/Information Technology or related fields is desired but not essential.
  • A good understanding of Google Analytics would be an advantage but not essential.

Working Hours

  • Normal work hours are 9am – 5:30pm Monday to Friday with an hour lunch break
  • Very occasionally, there may be a requirement to start earlier or finish later depending on the business/clients needs.

Flexibility

This role can involve working from home but will require some visits to our Head Office in Canterbury, Kent and client sites.

The package:

  • Remote – Head office Canterbury as required.
  • Starting salary £25,000 – £30,000 – Based on experience.
  • 25 days holiday per year plus bank holidays

To apply, please send your CV and a covering letter to Julia at julia.crawford@thinktribe.com.  Please also contact Julia if you have any questions about the vacancy.  We look forward to your application.