Customer Success Executive at Intuitive Business Intelligence  

Reporting to: Sales and Marketing Director

Contract: Permanent

Location: Head Office in Leeds with possible travel to partners, option of hybrid working.

Working Hours: Full time (37.5 hours per week)

Salary: Starting at £30k based on experience, plus contributory NEST company pension, 25 days holiday allowance increasing to 30 days over time.

Closing Date: 26th January 2024 

About Intuitive

Intuitive Business Intelligence specialises in developing expert dashboard software that answers real business questions in the specific areas of print and business process management. Our dashboard solutions are delivered by a network of partners to customers here in the UK and around the globe. We are a fast growing company, and this role is an exciting part of our growth plans.

The Role

Intuitive is looking to recruit a Customer Success Executive who can provide ongoing support to our partners and their end users. The candidate should be able to contribute to building relationships, implementing new programs that will increase our business revenue and maximise software renewals. 

The role will involve supporting customers as they transition from sales prospects. The role will focus on building loyalty to ensure long-term client retention by presenting product information and training, addressing customer issues and helping the sales team with upsells and renewals.  They will also form a key conduit for gathering customer feedback to include in our ongoing product development.

The role is based in Leeds city centre and there is scope for flexible hybrid working as mutually agreed.

Job Responsibilities

• Assist customers with setting up and navigating Intuitive software solutions.
• Promote the value of the product through delivering a superb customer experience from initial onboarding and onwards to renewal.
• Assist in creating training courses and educational materials – both online and in-person.Drive revenue growth by training customers to optimize their use of our products.
• Work with Intuitive’s partner account managers to create and execute account growth plans.
• Collaborate with the sales team to refine the customer journey.
• Conduct regular Customer Health Checks and addressing issues in close partnership with customers.
• Assist customers post-purchase to complete their account setup and implementation, where required.
• Represent the voice of the customer, develop an in-depth understanding of customer likes and dislikes about our products, for example through surveys, reviews, referrals, and more.
• Organize, analyze, and share this information with other departments to ensure our decisions always consider the voice of the customer.
• Work with the technical team to ensure we have a robust SaaS Crisis Management plan in place.

Skills and Experience Required

• Proven work experience as a Customer Success Executive or similar role
• Experience of promoting value through customer experience for a cloud-based software business
• Exceptional ability to communicate and foster positive business relationships
• IT skills – knowledge of SaaS / cloud environments and current online learning, satisfaction measurement and CRM tools.
• Organisational skills: you will be working across multiple projects with different stakeholders and will need to manage time and goals effectively.
• Accountability and personal organization are essential
• Experience in managing a diverse group of partners and clients and training each according to company standards

How to Apply

Please submit your CV with a cover letter to catherine.kennedy@weareintuitive.co.uk. Please note that no applications will be considered without a cover letter.

Closing date for applications: 26th January 2024