Client Services Executive

Job Title: Client Services Executive Department: Client Services Hub Base Work Location: Remote
Duration: 18 Months

The Role

The all-new Graduate Programme has been created to be at the heart of our Customer Strategy of building outstanding partnerships and delighting our Customers. The cohort will become central to the Client Services team. The programme will consist of several rotations across many departments in the business including Customer Success, Product, Onboarding and Marketing. This Job Description outlines the key elements of the Client Services rotations.

During these rotations you will build your understanding of our business processes, strategy, objectives and play a pivotal role in our Customers experience with CitNOW.

The goal of our Graduate scheme is to create outstanding individuals who will continue to develop through our business.

Key Responsibilities

• Review and interpret customer data to focus and prioritise where the Client Services team should be focussing their efforts.
• Carrying out Customer Success calls to drive engagement. • Reviewing and managing the Customer Health scoring system information to help direct the focus of the department.
• Work with the business development and onboarding teams to support the successful integration of existing client’s new products or upgrades immediately prior to and post contract signing. • Shadowing Account Managers to understand their role and how to impact our customers positively. • Work closely with the Customer Service Team to ensure clients are receiving a high level of customer satisfaction through first class support at 1st and 2nd line level. • Ensure all contact activity, business information and details are kept current within Salesforce. • Maintain and update allocated competitor product offering data in our intelligence system. • Monitor and track the At Risk process to ensure regular follow up is taking place and identified At Risk customers are being managed appropriately. • Support Account Managers and Account Directors with Customer specific project work.

Our Brand Values

• Be Honest and Respectful
• Be Enthusiastic • Be a Team Player • Listen and Contribute
• Recognise Success & Have Fun

Knowledge & Skills

• Demonstrable Project Management skills, able to work on multiple projects simultaneously • Technical proficiency with Outlook, MS Office, including Word, Excel and PowerPoint • Skilled in organising tasks and establishing priorities to meet deadlines • Confident communicator • Strong work ethic, a self-starter with a proactive approach • Communication: writes clearly and concisely, speaks effectively and listens attentively. • Interpersonal Skills: enthusiastic with a can-do attitude, works well with others, supportive, motivates and cooperates with others. • Organisational Skills: punctual and attentive, high levels of attention to detail. • Problem Analysis: ability to understand the main problem, identify the potential causes and propose solutions. • Teamwork: ability to participate and contribute to the overall effectiveness of the information systems throughout the organisation