Customer Success Specialist

Summary

The job is for a Customer Success Specialist at ClickView, a worldwide leading educational video company. The role involves nurturing relationships with customers and supporting the customer success team to provide optimal customer satisfaction. The position is full-time, permanent, and hybrid (office and remote work).

Requirements

• 2 years' experience in a customer facing role, with superb customer service skills
• Experience in renewals or sales support beneficial
• Exceptional written and verbal communication skills with strong attention to detail
• Strong ability to build and foster relationships
• Customer centric in mindset and implementation
• Ability to problem solve and think critically

Responsibilities

• Respond to the renewals console within 24 hours
• Process renewals and send invoices for all committed customers
• Monitor renewal reminders and triage as required
• Make outgoing phone calls to lock in meetings with customers for Customer Success Managers to attend
• Support Customer Success Managers with customer renewal follow based on forecast stage
• Provide weekly renewal report progress to leaders
• Process new sales within 24 hours of handover from sales team
• Support automated customer bucket by reviewing accurate contacts, facilitating transactional renewals process and escalating where necessary
• Accurately document all actions and information on cases and requests
• Share information and actively assist other team members to deliver quality outcomes for customers

Benefits

• Extra paid Wellbeing and Volunteering leave
• Flexible working hours and arrangements
• 100 days working from anywhere
• Employee discounts
• Learning and Development budgets
• Wellbeing Policy
• Generous parental leave policy
• Regular social events and conferences