Customer Success Executive

CRU’s rapidly growing B2B Communities newsletter/events business is seeking a commercially minded Customer Success Executive who is looking to leap ahead in their professional career. The Customer Success Executive will be responsible for successfully onboarding subscribers to CRU’s Communities, assisting them fully leverage the benefits, and encouraging members to attend relevant CRU conferences.

As this is a new role in the business, there are many opportunities for an enthusiastic and entrepreneurial person to make an immediate and direct impact on business profitability through increased client satisfaction, retention rates and revenue through conference registrations. The selected candidate will play a critical role within the Communities team as they will be proactively engaging with clients and will be the Voice of the Customer feeding back with product sentiment to the team. The Customer Success Executive will report to the Head of Sponsorship & Exhibition.

Key Responsibilities & Accountabilities

CRU Communities:

• In conjunction with the Senior Account Executive, you will develop strong and regular relationships with our client base, discovering their needs, understanding the problems they face, and drawing conclusions about the level of satisfaction with their membership of CRU Communities.
• Be the Voice of Customer; Provide customer feedback directly to the Communities team.
• To drive retention among existing clients proactively following up with clients to ensure they are using their membership and are satisfied with the quality of the product.
• Expand our client portfolio by engaging with clients that may have engaged with our activities but have not subscribed before.
• To build relationships with members by understanding and fulfilling their business needs and helping solve problems.
• Support proactive marketing initiatives (conferences, webinars, etc)
• Collect and report competitive intelligence to CRU Communities.

CRU Conferences:

• Build positive relationships with clients and ensure a smooth transition from point of contact to registration.
• Negotiation of group registration packages to maximise revenue and attendee numbers from target clients.
• Identify cross sell and upsell opportunities with other conferences and training courses within our portfolio of events.
• Attend events where appropriate to help build your network of contacts and assist in event delivery.
• Working closely with the Operations team to ensure smooth registration process for the client.
• Work with the Marketing team to target relevant clients you have built relationships with.
• Assist in building lists of new clients to feed into our marketing activities.
• Other tasks / projects as assigned by Head of Sponsorship and Exhibitions Sales / CEO Communities.

Minimum Required Qualifications

• Bachelor’s degree or equivalent within a quantitative or earth science subject
• 1 Year within a role such as sales/business development/recruitment

Knowledge & Experience

• Proven team player, with examples of team success.
• Excellent communications and presentation skills – verbal and written.
• Self-starter demonstrating agile commercial behaviour.
• 1-2 years in a proactive customer facing or sales role where client interactions were a key part of the job responsibilities.
• Exceptional customer relationship management skills, with previous experience with senior management and stakeholders.
• Impeccable integrity and demonstrates high standards of behaviour while demonstrating CRU’s values.
• Well-organised and able to meet multiple deadlines on multiple projects.
• Proficient in Microsoft full suite of products (Word, Excel, Outlook, PowerPoint).
• Previous experience in the Salesforce CRM system a plus

Skills & Competencies

• Positive attitude with a passion for improving the client experience.
• Excellent process orientation with the ability to “see the bigger picture” and focus on understanding each client’s needs.
• Confident and empathetic phone speaker with excellent written communication skills.
• Proven multi-tasker with the ability to self-manage a daily schedule of responsibilities.
• Approachable, with a positive and collaborative attitude – delivering value to our clients and creating value for shareholders.
• Commitment to exceed client expectations.
• Enthusiastic to deliver the highest quality experience to each client; responsive to client needs but commercially minded.
• High level of corporate awareness, able to understand the wider business context and demonstrate a commitment to supporting cross-organisational activities.
• Cognisant of the importance of sharing knowledge and ideas in a constructive and supportive way.
• A confident with exceptional interpersonal skills, able to communicate clearly (both verbally and in writing) and build and maintain trusted and collaborative relationships at all levels.
• Delivery focused and a passion for quality and innovation, with a flexible and adaptable attitude, willing to accept and drive change.