Customer Success Executive

What you will do

As a Customer Success Executive, you are a key and integral part of the GoReport Customer Success team. Your role is to ensure our customers are successful in achieving their desired outcomes when adopting the GoReport solution.

To achieve this, you will be responsible for;

Technical Advising & Delivery of Bespoke Implementations

• Scoping and configuring GoReport software solutions for Sole-trader and SME customers in accordance with customer goals and requirements, providing technical guidance on best practices

Customer Onboarding & Training

• Educate customers on how to use the product, tailoring training to focus on the most important features for the projects they aim to complete

Customer Relationship Management

• Support in maintaining strong relationships with our customers by helping them to optimise their usage of the GoReport solution
• Seek out any obstacles that are stopping customers achieving maximum value from their investment and ensuring the customer receives the necessary guidance and support to remove them

Product Knowledge & Feedback Collection

• Contribute to product development by relaying customer feedback and experience through regular communication with the Product team
• Act as the ‘voice of the customer’ internally and use feedback/insights to contribute to the continuous improvement of customer experience

Cross-functional Collaboration

• Collaborate with other departments including Sales and Product Development to address customer needs and provide a seamless customer experience
• Work closely with Customer Care team to proactively flag potential risks to renewals or overall customer satisfaction, provide support where needed to mitigate these risks

What we are looking for

• 2+ years experience in a Customer Success or Customer Support role, ideally within a tech/software-as-a-service business
• Technical proficiency and ability to quickly pick up product knowledge
• Excellent problem-solving ability
• Customer-centric mindset with a passion for delivering exceptional customer service and ensuring customer satisfaction
• Approach challenges with a solution-orientated approach and a team spirit
• Ability to react quickly and effectively when dealing with challenging situations.
• Produce consistently high quality, accurate work even whilst under pressure
• Excellent written and personal communication skills. Ability to explain technical concepts in a clear and concise manner.
• Flexible and willing to adapt as part of a fast-changing company

Desirable

• Experience working in a start-up or scale-up environment a plus
• Background in surveying, engineering or similar professions or qualifications in the “Built Environment” a strong plus

Application Process

• 1st Round: Initial phone screening
• 2nd Round: Panel Interview with Hiring Manager and Team Members & Interview Task
• 3rd Round: Final interview with CEO