Role Summary

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

We continue to evolve our Customer Success Department by working smarter to allow us to reach our churn and product adoption goals. This early career Customer Success Executive role is the perfect role for someone looking to get into Customer Success for the first time. Your primary goal is to delight and retain our customers.

Note: This is a 12 month FTC(Mat cover role)

Job Responsibilities

• Alongside the other Customer Success Executives, you’ll own the overall relationship of a segment of our customer base and you will be responsible for maximising customer retention and minimising churn.
• Using our dedicated Customer Success technology Churnzero, you’ll proactively identify disengaged customers at risk and help to re-engage them.
• You may do research to find the correct points of contact and telephone numbers.
• Once you have the right contacts you may need to re-introduce the platform and membership through persuasion, customer education, system training and perseverance.
• You’ll log and manage your activity using ChurnZero.
• You’ll run regular product demos and training sessions to help customers make the most of the platform.
• You’ll answer inbound calls and emails about their memberships and the technology.
• You’ll provide exceptional level of service for customers and support them through their journey with the technology.
• You’ll act as the voice of the customer and provide feedback to the Senior Management and to the Product team.