Customer Success Executive - 6-9 Months Fixed Term

Location: Wokingham

Salary: £25, 001 - £30,000

Team: Support Services

Contract Type: Fixed Term

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Customer Success Executive - 6-9 Months Fixed Term

About The Role

We are looking for an enthusiastic, self-motivated and dynamic individual to join our Software business for 6-9 months maternity cover - to start October 2019. As Customer Success Executive your role will require you to manage customer queries, handle Sales Admin and deliver high levels of positive customer engagement. Working with the Head of Sales and Marketing you will be responsible for delivering high levels of customer satisfaction, as well as continuously communicating with, developing and growing existing accounts. You will be expected to manage TRL Software products and services in all our key global markets: UK, India, Asia, ME, Africa, North and South America. 

The role will be based at our headquarters in Crowthorne, Berkshire with a potential requirement to travel to customer sites, events and other TRL locations.

Key Duties / Responsibilities

  • To work with existing clients ensuring smooth delivery of products, understanding of solutions and on-going development of relationships
  • Take a proactive approach in order to grow and develop the current business and create long term relationships with clients
  • Proactively assist customers with technical issues that may arise with their solution implementation
  • Troubleshoot and perform root cause analysis. Identify and provide timely solutions when possible, to meet customer’s business needs
  • Execution of targeted regional customer development & engagement campaigns
  • Work with engineering and product management as the customer advocate to drive forward resolutions within subsequent releases
  • Constantly stay ahead in communicating with customers. Manage expectations properly to avoid escalations and provide a strong customer voice within TRL Software
  • Ensure CRM system (Salesforce) and other internal procedures are followed and systems are kept up to date with all customer information, sales data and CS queries

Skills & Experience

Essential

  • Positive, proactive individual with an intellectual curiosity and desire to learn and develop themselves and their careers
  • Strong Interpersonal skills
  • Ability to analyse data and determine action based on that analysis
  • Proficient in MS Office products

Desirable

  • Knowledge of customer service practices, experience in mediation or conflict resolution
  • Experience working in a sales, customer service or hospitality environment

CIQHP

Communication Requirements

Eligible candidates must be able to demonstrate fluency in both verbal and written English.

Benefits

At TRL we offer a competitive benefits package including:

  • Support for professional memberships and study
  • 25 days annual leave
  • Life Assurance cover and Group Income Protection
  • Flexible working hours
  • Flexible benefits package
Apply now