Once For All

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 sectors 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.

Role Summary

A confident and resilient Customer Success professional, responsible for delivering exceptional service through high-quality phone and email support, effective issue resolution, and strong relationship management.

This role combines expert objection handling, confident pricing and renewal conversations, and the ability to guide customers toward informed decisions and to fully understand their return on investment.

You will respond to customer concerns, communicate complex information clearly, and manage all interactions confidently and accurately within CRM systems. Success in this role requires empathy, composure under pressure, cross-functional collaboration, and the ability to thrive in a fast-paced, high-volume environment while consistently representing the value of our products and membership offering.

Job Responsibilities

• Answer inbound calls and emails professionally and efficiently.
• Managing relationships by providing an exceptional level of service with customers via phone and email. Addressing membership queries.
• Understand and accurately record callers’ queries, resolving them directly or routing to the appropriate team.
• Provide accurate product help and next-step guidance to your customer.
• Communicate the value of membership and return on investment.
• Confidently understand the pricing structure and be able to communicate this to customers.
• Manage inbound customer queries to support the reduction of churn.
• Deliver difficult pricing messages with honesty, clarity, and empathy while ensuring the customer feels supported.
• Diagnose the root cause of pricing complaints quickly and determine the correct resolution path or escalation.
• Handle escalated pricing conversations calmly and empathetically while maintaining clear, controlled communication.
• Log and manage all customer interactions, tasks, and journeys within ChurnZero and Salesforce to ensure consistent follow-up and visibility, maintaining an accurate and compliant flow of information.
• Work efficiently in a high-volume, reactive environment while maintaining resilience and consistent professionalism.
• Collaborate effectively with Finance, Customer Success, Verification, and Account Management, sharing trends to improve cross-functional alignment.