We’re recruiting a Customer Success Executive to join our team at Pick Protection.
Why choose us?
- 33 days’ annual leave
- Generous employee discounts
- Private healthcare
- Workplace pension
- Life assurance
- …and much more
Hours
Full time, Monday - Friday 8.30am - 5pm
Location
You'll be based at our Head Office, on Kilbirnie Street in Glasgow.
About the role
Pick Protection provides a range of lone worker protection solutions. Our mission is to enable safety through technology. We pride ourselves on technical excellence and high user adoption, while providing an outstanding customer experience is a core element of our offering. We are keen to ensure our customers remain with us for years to come and our Customer Success Executive will play a key role in this by driving a high level of engagement and customer satisfaction.
Working closely with core team members across the business, you will be responsible for customer service through every stage of the customer journey; from trial, to onboarding and ensuring customer retention. You will be the first point of escalation for any customer issues or enquiries and will have sole responsibility for managing and reporting on customer usage.
The ideal candidate will have a positive attitude and be keen to be part of a fast-growing business. This is a demanding but highly rewarding opportunity where you will be part of a team that is making a significant impact.
Day-to-day duties
- Build strong relationships with customers.
- Oversee the implementation, training and roll-out of our solutions in various industries.
- Manage customer trials and provide ongoing support to customers.
- Liaise with the sales team to ensure successful customer trials and account management.
- Drive user adoption. This might include creating feedback surveys, analysing usage levels and checking in with customers regularly.
- Provide training (and demos) in various forms to internal staff, customers, partners and prospects on how to set up and use our solutions which includes hardware and software.
- Prepare tailored end of trial and monthly reports for customers.
- Resolve customer issues from identification through to resolution.
- Engage with in-house developers to resolve issues.
- Adhere to our customers’ service level agreements dealing with enquiries in a professional and timely manner.
- Test new product features and provide content to make customers aware of any changes.
- Provide excellent customer service with the aim of 100% customer retention.
- Develop an in-depth understanding of Pick Protection’s solutions and management portal.
- Develop an in-depth understanding of all processes related to customer management.
- Become confident at both user and technical issue identification and resolution.
- Work collaboratively the core team.
Essential skills and experience
- HND / BA / BSc degree or equivalent
- Prior experience in customer support / customer success role
- Experience delivering services to corporate customers
- Highly organised and efficient
- Proactive in approach to customer service
- Friendly and enthusiastic when dealing with customers
- Comfortable with and quickly to learn new technology
- Fast learner with ability to work on own initiative
- Excellent communication skills, oral and written
- Time management in planning and managing your own work
- Experience delivering services to enterprise customers
- Project management skills, with experience handling multiple customers and streams of work
- Issue identification and data gathering
- Experience with issues and project tracking software
- Experience using Hubspot CRM platform
- Experience using Google Workspace
Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do – diverse in our make-up, united in our goals.
To find out more about Life at Arnold Clark, visit our website.
Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure checks.