Customer Success Operations Executive

In this Customer Operations Executive job, you will be joining a leading provider of cloud-based SaaS solutions within the retail sector.
 
This industry leader creates cloud-based management solutions to help top global retail businesses implement business projects through a vast offering of products. Their client base of over 500,000 spans key retail sectors (luxury, fashion, cosmetics, etc.), and includes many of the world's most renowned brands.
 
This company is headquartered in Lyon, France, and has offices across the globe. The entire business boasts over 3,500 employees, and revenue in excess of 800M.
 
You'll be joining their UK team based in Shoreditch, which proudly takes ownership of one of their key task management products. Since they are their own entity within the broader business, you get the best of both worlds: the team-focused start-up environment & culture, within a larger international network.
 
Job description – Customer Success Operations Executive
In this Customer Success Coordinator job in London, you will play a pivotal role in building and maintaining strong customer relationships, fostering customer loyalty, and contributing to the company's success by delivering exceptional customer service and experience.
 
You will serve as the second line of support for all customer issues and ensure their needs are met in a professional, timely, and effective manner. You will also manage the CSM platform & support in coordinating all CSM digital activities and processes. 
 
To succeed in this role, you will need excellent interpersonal skills, an interest in solving technical problems, and the ability to proactively drive change. 
 
Key responsibilities -  Customer Success Operations Executive
In this Customer Operations graduate job in London, your responsibilities will include:
 
Product/Service Expertise:

• Utilise your deep understanding of the product to answer complex customer issues and provide expert advice on product usage.
• Assist customers in building and managing their content when applicable.
• Develop and implement a scalable post-onboarding training approach, running new features & ad-hoc training sessions for clients.
• Create and distribute regular release notes to inform customers about the latest product developments and bug fixes.

 Technical Assistance:

• Provide 2nd line technical support to customers by diagnosing complex issues, offering step-by-step instructions, and resolving technical problems efficiently.
• Capture all necessary details for customer-reported bugs.
• Investigate issues and follow steps to reproduce problems.
• Document and track issues using Jira tickets.

Managing Customer Issues:

• Collaborate with Product and Quality Assurance teams to escalate complex issues for further investigation.
• Following up to ensure you can provide customers with regular updates on issue resolution progress and expected timelines.
• Regularly analyse support data to identify common customer pain points
• Consolidating and summarising key customer issues following a feature launch and communicating back to Product.
• Identify opportunities for improved collaboration across departments to effectively address customer issues and requests.
• Track monthly KPIs to ensure customer issues are being resolved effectively, and if not, suggest improvements in the support process.

Digital CSM processes:

• Manage the CSM platform with the Head of Customer Success to support & drive CSM strategy & initiatives & projects across the team.
• Manage the “digital” customer base.
• Develop your expertise in CSM processes to help improve the output & efficiency of the team.
• Collaborate with the team to identify opportunities for enhancing customer support materials.

Job requirements – Customer Success Operations Executive
For this Technical Customer Success Executive job, the ideal candidate will have:

• A 2:1 degree or above (analytically focused subjects are highly beneficial).
• Prior professional experience in the B2B customer-facing environment (i.e. Sales, Account Management, Customer Success / Support) such as a placement year, internship, or your first job out of university, is highly advantageous but not mandatory.
• A clear passion and interest in Customer Success with a value-driven approach to Customer Growth.
• Exposure to IT Support & dealing with technical problems is preferred.
• A strong analytical skillset - you will be comfortable handling large datasets and tracking KPIs.
• The ability to proactively solve technical and product problems - you will easily identify the root cause and collaborate across multiple different functions to get the issue resolved.
• Strong attention to detail with a process-driven mindset - you enjoy creating clear frameworks and processes and understand how to monitor results & impact.
• Exceptional written, verbal, and interpersonal skills.
• Excellent organisational and time management skills – you’ll be confident in simultaneously managing a variety of projects, stakeholders, and deadlines.

Perks of the job – Customer Success Operations Executive

• Great office location in Shoreditch, London.
• Fantastic scope for career development, with excellent training and progression opportunities.
• The opportunity to join an innovative international leader in cloud-based retail tech, and work with exciting brands.
• Close-knit team with a wider international network.
• Fantastic hands-on training.

Are you confident in solving technical customer issues, and do you want to drive Customer Success? Take a look at this new Technical Customer Success Executive opportunity in SaaS in London!