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Client Services Executive

  • Location: Wokingham, Stirling or Field based
  • Closing Date: 20 October 2021

The Role

The Client Services Executive will play a pivotal role in the team, supporting the Account Directors and Account Managers in delighting our customers. You will provide valuable intelligence and insight into our customers usage of the product and gain a solid understanding of the best practices that help our customers to deliver better customer journeys. The role will also offer the opportunity to bring your own ideas to help refine our processes around renewals, the management of customers at risk whilst playing a key part in the launch of a customer health score platform.

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
Knowledge and Skills:
  • Confident communicator
  • 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
  • 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
Our Brand Values
  • Be Honest and Respectful
  • Be Enthusiastic
  • Be a Team Player
  • Listen and Contribute
  • Recognise Success and Have Fun

To Apply

Please apply via Linkedin or send your CV to hr@citnow.com.