• Brighton, UK
Full time
Pure360 Brighton, UK
We are looking for an Account Executive to join our Customer Success team. You will be the voice of the Pure360 customer, managing all day to day usage of their Pure360 account. This will include contracts, support of platform usage, and internal stakeholder management to get the client what they need to succeed with our product suite. Responsibilities and key duties: Manage the entire scope of the relationship your assigned customer base has with Pure360 Investigating and resolving, or escalating customer queries and concerns and troubleshooting application usage issues. Have full knowledge of all Pure360 application features to be able to train clients and offer ‘How to’ advice and plans to enhnace their usage of the platform. Setting and meeting customer expectations Aware of customer feedback across all parts of the customer journey, using NPS, ticket feedback and conversations with clients as the key scoring metric. Review processes from the customers perspective to suggest and implement improvements that improve the customer experience and retention. Review our Customer Support site to ensure help is easy to find and necessary documentation is available. Work with Technical Services to understand technical issues, and communicate this information to clients in an understandable way Responsible for improving retention by identifying common areas of risk and working with all teams in the business to minimise these. Always projects a positive, helpful, client focused attitude Sharing skills and experience within the team and supporting your colleagues in their tasks Essential skills: Excellent client relationship skills at all levels in phone, email and face to face environments Good problem solving skills Excellent written and verbal communication Good organisational skills Desirable skills: Experience working in a Customer Service/Relationship management role Solid understanding of functionality and benefits of various features within the Pure Campaign platform Experience working with marketing analytics Experience working in an SAAS environment.
16 Nov, 2018
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