Customer Success Executive
Posted a day ago
- Clyst St Mary, Devon
- Permanent
- Sponsored
- Expires In a month
About Unity5..
Customer Success is at the heart of Unity5’s mission. We are committed to ensuring our clients achieve success with our products and services, making it a core value that runs throughout our business. As our Customer Success Executive, you will support our Private and Local Authority customers post-go-live, ensuring an exceptional experience, building strong relationships, and driving customer retention and expansion.
Key Responsibilities:
Collaboration...
*
Work closely with the Implementation team at customer go-live to understand their use case and objectives, supporting them through the adoption phase.
*
Partner with the Account Management team to create and maintain customer-facing success plans focused on long-term goals, customer satisfaction, and commercial growth.
*
Identify cross-sell and upsell opportunities to pass to Account Management.
*
Monitor customer support cases, acting as the first line of escalation if needed.
*
Represent the voice of the customer internally by collaborating with Product, Development, and other teams to ensure their needs are met.
*
Support marketing efforts by identifying customers for case studies and references.
*
Promote continuous improvement by learning from customer feedback and sharing insights across teams.
Customer Success
*
Maintain regular communication with customers to ensure ongoing engagement and long-term success.
*
Conduct onsite health checks and workshops, using data-driven insights to measure and improve customer outcomes.
*
Work with the Product team to involve customers in the engagement programme, gathering feedback for future development.
*
Foster customer communities (both online and in-person) to encourage knowledge sharing and best practice discussions.
*
Develop and deliver webinars on common system functionalities to provide value at scale and contribute to our Knowledge Hub.
Product Expertise
*
Build credibility with customers by becoming an expert in Unity5’s products and advising on best practices.
*
Stay up to date with product releases, ensuring customers are trained and supported with new functionalities.
*
Contribute to user groups, events, and knowledge-sharing initiatives to benefit all customers.
Skills and Competencies
Required:
*
At least 1 year of experience in a Customer Success Executive (or similar) role within a SaaS or technology environment.
*
Experience managing multiple customer accounts and driving successful renewals.
*
Passion for customer experience and strong internal stakeholder management skills.
*
Proven ability to deliver client-facing presentations, training sessions, and demos, using data to demonstrate value.
*
Strong communication skills, with the ability to explain product features to both technical and non-technical audiences.
*
Process-oriented mindset with experience in process mapping and consulting on best practices.
*
Problem-solving skills with a proactive, ownership-driven approach to issue resolution.
*
Highly organised, with experience managing multiple customer projects and a self-starter attitude.
Desired:
*
Experience within the parking or traffic management industry.
*
Knowledge of HubSpot.
*
Experience in a scale-up environment, contributing to the creation of new processes.
If you’re passionate about customer success and looking for a role where you can make a real impact, we’d love to hear from you!
Apply now
Customer Success is at the heart of Unity5’s mission. We are committed to ensuring our clients achieve success with our products and services, making it a core value that runs throughout our business. As our Customer Success Executive, you will support our Private and Local Authority customers post-go-live, ensuring an exceptional experience, building strong relationships, and driving customer retention and expansion.
Key Responsibilities:
Collaboration...
*
Work closely with the Implementation team at customer go-live to understand their use case and objectives, supporting them through the adoption phase.
*
Partner with the Account Management team to create and maintain customer-facing success plans focused on long-term goals, customer satisfaction, and commercial growth.
*
Identify cross-sell and upsell opportunities to pass to Account Management.
*
Monitor customer support cases, acting as the first line of escalation if needed.
*
Represent the voice of the customer internally by collaborating with Product, Development, and other teams to ensure their needs are met.
*
Support marketing efforts by identifying customers for case studies and references.
*
Promote continuous improvement by learning from customer feedback and sharing insights across teams.
Customer Success
*
Maintain regular communication with customers to ensure ongoing engagement and long-term success.
*
Conduct onsite health checks and workshops, using data-driven insights to measure and improve customer outcomes.
*
Work with the Product team to involve customers in the engagement programme, gathering feedback for future development.
*
Foster customer communities (both online and in-person) to encourage knowledge sharing and best practice discussions.
*
Develop and deliver webinars on common system functionalities to provide value at scale and contribute to our Knowledge Hub.
Product Expertise
*
Build credibility with customers by becoming an expert in Unity5’s products and advising on best practices.
*
Stay up to date with product releases, ensuring customers are trained and supported with new functionalities.
*
Contribute to user groups, events, and knowledge-sharing initiatives to benefit all customers.
Skills and Competencies
Required:
*
At least 1 year of experience in a Customer Success Executive (or similar) role within a SaaS or technology environment.
*
Experience managing multiple customer accounts and driving successful renewals.
*
Passion for customer experience and strong internal stakeholder management skills.
*
Proven ability to deliver client-facing presentations, training sessions, and demos, using data to demonstrate value.
*
Strong communication skills, with the ability to explain product features to both technical and non-technical audiences.
*
Process-oriented mindset with experience in process mapping and consulting on best practices.
*
Problem-solving skills with a proactive, ownership-driven approach to issue resolution.
*
Highly organised, with experience managing multiple customer projects and a self-starter attitude.
Desired:
*
Experience within the parking or traffic management industry.
*
Knowledge of HubSpot.
*
Experience in a scale-up environment, contributing to the creation of new processes.
If you’re passionate about customer success and looking for a role where you can make a real impact, we’d love to hear from you!
Apply now