Customer Success Lead London or Nottingham

We have an exciting new opportunity for an enthusiastic and ambitious Customer Success Lead to join our Marketing and Sales team. It is a hybrid role and can be based in Nottingham or London.

This is a key role created to support the ongoing growth of the team and is an excellent opportunity to demonstrate a wide range of skills and provide great customer experiences to our customers and facilitate the sharing of key information internally. You will collaborate with multiple areas of the business and be customer facing in this role with responsibilities for customer success activities and outcomes. You'll have the opportunity to develop your skills, contribute to process improvements and play a key role in customers' success.

Due to the nature of the role, you should be prepared to work in a fast-paced environment, provide administrative support, handle multiple tasks and be able to meet tight deadlines. If you're process driven and have a high level of attention to detail, we'd love to hear from you.

Responsibilities:

• Proactively work to ensure client satisfaction, identifying and resolving issues and escalating where necessary.
• Be responsible for understanding and updating sales processes, as well as providing guidance to the wider team.
• Update and maintain the sales pipeline.
• Manage the onboarding process of customers across multiple departments.
• Monitor Data Protection Impact Assessments (DPIAs) for customers to ensure steady progress through the process and manage associated deadlines.
• Field sales enquiries and allocate them to the relevant person.
• Ensure the CRM processes are documented, understood and upheld.
• Maintain shared documents.
• Manage contracts, including maintenance and extending existing contracts, and engage with customers to ensure their needs are met.
• Create and maintain test and live accounts.
• Identify and implement areas for improvement.
• Conduct regular service reviews with customers.
• Work closely with the marketing team to create and maintain sales collateral.
• Track and report on key metrics for customer satisfaction.
• Collaborate with internal teams to address client challenges and feedback.
• Act as a primary point of contact within the business, liaising with other departments to provide consistent and prompt responses.

What you'll need:

• A strong understanding of customers and their needs.
• A demonstrated desire for continuous learning and improvement.
• Excellent verbal and written communication skills.
• Be highly organised with the ability to manage conflicting priorities effectively.
• Attention to detail and focus on the accuracy of work and procedures.
• Be confident expressing views and providing advice and guidance to clients.
• Experience producing documents at various levels of formality and complexity.
• Relevant office based administrative experience.
• At least 2 years' experience working in a customer relationship or success role within a B2B environment.
• Familiarity with CRM systems and customer support tools is a plus, but not essential.

What we offer:

• Hybrid/flexible working including a four-day week!
• Private healthcare for you and your family which includes pre-existing conditions.
• Employee Assistance Programme, Mental Health Cover and trained colleagues acting as Mental Health First Aiders (MHFAs).
• Company bonus and annual pay reviews.
• Annual training budget and quarterly reviews to support your professional development.
• Electric vehicle salary sacrifice scheme.
• Discounted gym memberships.
• Monthly social events organised by our Social Committee.
• Open lines of communication throughout the business - your voice matters!
• Regular Employee Forum meetings to gather suggestions from the business on making ElectraLink an even better place to work!
• Innovative and open to new ideas to support our net-zero status.
• Exciting, innovative and fast-moving company which is growing.
• High challenge, high support working environment.

Ready to apply?

We can't wait to meet you. Get in touch with our recruitment team today!