Customer Success Executive - Hybrid Working | Fast Growth Technology Start-Up | London | Hybrid Working | £30,000 - £35,000

The Company

Harmonic are delighted to be partnering with one of the UK's fastest growing tech scale-ups to recruit a Customer Success Executive.

Our client, are a tech business with an industry leading software platform that is used by 3000 clients and over 20 million end users nationally.

They are widely known to be an excellent business to work for and have a 5 star rating on Glassdoor. On top of this, you will be joining a business during their true start-up/scale-up phase where opportunities to progress with the business will be in abundance. You will also receive extensive on the job training so that you know what it takes to offer bespoke support to their clients!

The Role

This hire, will work in a super friendly Operations team who are driven to ensure that their customers have a seamless experience with the business, whether they're looking to get onboarded, or request help through the website "Live Chat" interface. Some of the help they might need will be tech focussed (you'll have the help of an IT team for serious problems!) - so it is an advantage if you have worked in a software/tech business where you might have encountered similar common issues.

This role is key to developing and maintaining customer relationships, implementing success programs, contributing to onboarding and training clients, maximising satisfaction and minimising churn.

Core Duties include:

• Provide first line of support to all clients and end users
• Support through onboarding and own the relationship with customers to make sure they are totally happy with the product and user experience
• Set up customer profiles on the internal system (Salesforce)
• Develop and nurture relationships with clients to ensure continued customer satisfaction
• Keep customer facing articles in the chat system up to date and maintain the accuracy of the FAQ bank
• Provide weekly reports, including analysis on how the team can improve customer experience

The Package

• Between £30,000 - £35,000 basic salary
• Hybrid Working - 2 days remote. The company are based in London - (Zone 2)
• Performance related bonus

To be considered for this role

Essential requirements:

• Previous experience in a customer service, success or support role
• Excellent communication skills and friendly
• Passionate about start-ups

What we'd love to see (strong desirable but not essential):

• Prior experience in a similar role for another tech/software business
• Experience using Salesforce or HubSpot (or something similar)

Next Steps

Please make sure you meet the minimum requirements before applying to this role. If you require more information please opt to email as we receive a high number of calls through the day.