Senior Customer Success Executive

We’re looking for an exceptional Senior Customer Success Executive to join our Scheme Delivery team in London.

Responsibilities

• Serve as a key point of contact for day-to-day, non-commercial scheme activities via email and phone, ensuring fast high-quality outcomes for our clients.
• Champion scheme interests and be subject matter experts on EV Salsac to Growth teams & wider OEV departments
• Analyse customer feedback and operational data to identify friction points and personally drive solutions that improve internal processes
• Lead and deliver on projects aimed at enhancing the customer experience, improving self-service reducing repetitive inbound
• Own activities that ensure a smooth scheme operation, such as managing complaints & escalations and resolving reporting & invoicing queries
• Act as a trusted mentor through coaching peers on complex scheme challenges, sharing best practices and supporting new-hire onboarding.
• Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goals

Requirements

• 4+ years of relevant B2B client facing experience
• Proven track record of supporting B2B clients to resolve queries and deliver exceptional service
• Comfortable using data and customer feedback to identify root causes and justify operational change
• Experience working with service metrics (e.g. response times, satisfaction scores, accuracy, issue resolution)
• A track record of taking internal or operational projects from concept to completion
• Excellent listening and communication skills, with the ability to build rapport in challenging customer situations
• To be comfortable collaborating with cross functional teams to deliver ongoing improvements
• A completer-finisher mentality, super organised, efficient and ruthlessly focussed on customer centric outcomes
• A good understanding of the B2B2C dynamic relating to our schemes and their employees
• A start-up / entrepreneurial mindset being able to adjust to change and keep up with a fast-moving business
• A genuine passion for sharing best practices coaching peers and helping colleagues succeed alongside you
• A strong passion for sustainability is a must. Knowledge of employee benefits, EVs or leasing would be great but not crucial
• A valid UK driving licence (not essential)

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