Customer Success Executive

Customer Success Executive

Sofia, Bulgaria

Hybrid: You will be required to be in the office a few times per week for the first few months of training. Afterwards, you will be required to be in the office atleast once per week.

Our business is transforming as we seek to retain the relevance our brands have within the markets they serve, while also taking advantage of our scale to deliver better results for our customers and shareholders. This means laser focus on responding to our client's needs for specialism, while also building common tools and functions that allow us to meet customer's needs better.

We pride ourselves on our entrepreneurial culture – enabling creative, action-oriented, and knowledgeable professionals to do their best work. We also believe in autonomy, accountability, passion, and a sense of humour.

What will you do?
The Customer Success Executive will drive the long-term growth and sustainability of the business by elevating our customers’ experience throughout the duration of their product subscription.

More specifically, the remit of this role includes:
• Fully embracing our “PACE” working culture that is based around the 4 principle pillars of: Proactivity; Agility; Customer-centricity; and Entrepreneurship
• Delivering exceptional customer value within a customer-centric organisation
• Understanding our customers’ evolving needs
• Ensuring a smooth onboarding and implementation process for new customers
• Deepening customer relationships and product engagement
• Proactive account management to identify opportunities and drive additional customer value, and
• Acting as a customer advocate/voice within the business in decision-making processes

Principal responsibilities include:
• Delivering timely, clear and helpful customer service – our business as usual
• Nurturing collaborative, trusting and productive interpersonal working relationships with the customer base we aim to delight
• Managing and maintaining our customers' profiling/sponsored content on our benchmarking platforms, and their access to our news subscription services
• Executing onboarding programmes of communication for our customers that are sensitive to the needs of new/nurture accounts vs. more established renewal accounts
• Acting as our customers’ primary point of contact – providing product support and demos, troubleshooting technical issues, and connecting them with relevant internal contacts
• Scheduling regular, ongoing touchpoints that guide our customers to engage in activities that help them to extract maximum value from the products and services that we offer
• Conducting regular/monthly audits to monitor product uptake and identify at-risk accounts
• Communicating report findings and customer feedback to Sales; Marketing; and Product teams in order to discuss and formulate improvement strategies
• Assisting in the preparation and distribution to all customers of benchmarking-related marketing assets (including marketing kits, bespoke video content etc.)
• Actively promoting high-value, relevant news subscription content and features to key account subscribers and influencers to help them extract maximum value from their subscription
• Conducting periodic/quarterly general account health checkups to assess customer satisfaction and opportunities for improvement by the business

Skills, knowledge & experience
• Organisational and time management skills
• Proficient understanding of Microsoft Office
• Data handling and analysis (intermediate Excel and above)
• Interpersonal skills (good written and spoken English, confidence on the telephone)
• Desire to meet targets and strong commercial awareness
• Ability to work independently and to strict deadlines
• 1-2 years of experience in a professional organisation
• Exposure to client-facing, account management-based work
• Experience in CRM/SalesForce
• Experience in CMS publishing software
• Familiarity with Canva or similar design software

How to apply:
• Do not hesitate to send your CV in English.
• All job applicants will be treated with strict confidentiality.
• Only short-listed candidates will be contacted