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Customer Success Executive - Graduate

We’re a global leader in media intelligence selling reputation intelligence into some of the biggest brands in the world. You’d be working with marketing and communications people – ensuring that all clients are serviced in line with standards set out by the company. This role is working mainly within the SME market and mostly responsive, ensuring that all aspects of a client’s needs are dealt with efficiently and effectively.

Responsibilities

Managing service queries and administrating day to day support operations

  • Monitoring and responding to incoming client communications and ensuring all queries are accurately logged, communicated and followed up with the client

  • Providing advice and guidance relating to queries, and ensuring an in-depth knowledge of our service and production processes in order to aid in this

  • Maintaining an overall understanding of all clients briefs and requirements, and ensuring that these are kept accurate and up to date

  • Maintaining an overall understanding of all issues relating to our client base, keeping the relevant parties within the company informed where relevant.

Processing change requests

  • Responding to client-communicated changes to brief and set up, ensuring that all requests are accurately logged, communicated and followed up with the client

  • Providing advice and guidance relating to change requests, and ensuring an in-depth knowledge of the media monitored by us in order to aid in this

  • Working with the Quality Assurance department to apply client brief changes using the appropriate production systems

  • Liaising with the Broadcast department to arrange adhoc content requests, ensuring all orders and charges are accurately logged

Addressing service failure and client issues

  • Responding to client-communicated service issues, ensuring that all requests are accurately logged, investigated, resolved and followed up with the client

  • Communicating with clients to understand and address reported issues

  • Taking full ownership of all issues from the point of reporting through to resolution, escalating these where relevant

  • Proactively contacting relevant clients in the event of known service issues

Work with the account management team to

  • Advise the AM team of any information relevant to renewals or possible cancellations, relevant upselling possibilities and relevant training requirements .

Essential Qualities:

  • Knowledge and experience of Client Services processes

  • A team approach, communicating effectively with colleagues to achieve best working practices

  • A good working knowledge of the company’s products

  • Commercial outlook and techniques

  • Analytical and problem solving skills

  • Ability to plan, prioritise and deliver to tight deadlines

  • Organisational, administrative and IT skills

  • A high level of interpersonal and influencing skills

  • Excellent communication abilities, oral and written

  • Resilience

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