Exizent
Customer Success Advisor
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About Exizent
Exizent are an innovative technology company that was founded on the belief that bereavement should be easier for everyone to deal with. We have been through the process ourselves and watched friends and relatives struggle with their own experiences. We wanted to do something to make it better. Death is a difficult time for everyone and sadly, the processes that come with it don’t make it any easier. They can be lengthy, repetitive and complicated, dragging things out for everyone involved. At Exizent we don’t believe it has to be this way. Our platform was launched late 2020 and is specifically designed to make estate administration easier to manage.
About the role
We have a fantastic Customer Success team with an outstanding reputation for delivering exceptional customer service. This role will place you as an integral member of a supportive team working together to do what is best for our customers.
This is an excellent opportunity for a graduate at the start of their career to gain experience and build their skills across multiple Customer Success and Account Management functions in a SAAS business. This is not just any old Customer Success role, every day is different and you will have a central role in supporting our customers and growing a purpose driven company transforming the bereavement space.
Full-time, work from home opportunity 09:00 to 17:30 or 08:30 to 17:00 Monday to Friday
Additional benefits
- 33 days annual leave per year
- Birthday day off
- Company pension
- Health & wellbeing programme
- Life insurance
About you
We are looking to hire a positive, proactive team player who isn’t scared of getting stuck in. A passion for delivering excellent customer service is critical and we’re looking for someone who is friendly, builds rapport easily and is very comfortable developing customer relationships.
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Probate processes can be complicated so you will need to be a fast learner, unphased by the thought of working with technology and understanding complex scenarios. You will need strong communication skills and an analytical, problem solving mindset.
As a company, Exizent has a clear purpose and a strong sense of values. We love learning and continually improving so if you are like that too you will really fit in here.
Outline of initial responsibilities
- Provide excellent first line customer support across multiple communication channels – email, online chat, telephone
- Take ownership of support tickets and manage through to resolution in line with defined SLAs, escalating issues where necessary
- Assist with successful on-boarding of new customers in our sole practitioner and small tiers (1-4 users)
- Account manage our sole practitioner and small tier customers to encourage platform adoption and customer retention:
- Coaching and educating product users about platform features and functionality
- Monitoring platform usage and intervening where necessary
- Assisting with customer review calls
- Aiding sales with customer retention and renewal activities
- Collect customer feedback and share with the product team to enable future platform enhancements
- Proactively contribute to our customer knowledge base to create new or improve existing articles to promote customer self-service
- Prepare customer invoices
- Complete Know Your Customer (KYB) compliance checks
- Commitment to continuously improve your knowledge of the probate process and Exizent platform functionality
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Responsibilities Progression Opportunities
As you grow in this role, you’ll have the opportunity to build your knowledge and skills and take on more responsibility managing larger customer accounts.
Skills
- Passion for excellent customer service
- Friendly and able to build rapport with customers quickly
- Ability to prioritise and self-manage
- Very strong verbal and written communication skills
- Demonstrable commitment to quality in process completion
- A team player, motivated to contribute ideas for process improvement and a willingness to help and support their colleagues
- Comfortable working with data and numbers
- Very strong technology skills, particularly with browser based applications
- Strong problem solving skills and attention to detail
- A quick learner, passionate about increasing their product knowledge and their own personal learning and development
Qualifications & Experience
- A degree in law, accounting, finance or economics preferred but not essential
- Experience working in private client conducting probate or executry work preferred but not essential
Being invested in Exizent's purpose is important to us. If you are interested in applying, please include a cover letter as part of your CV explaining why you would be a good fit for Exizent and this role so we can get to know you a little better. It's very important to note that if you do not provide a cover letter as part of your CV your application will not be considered, we are looking for team members who have good attention to detail.
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