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Posted on: 11 June 2023
We’re seeking a Customer Success Executive (CSE) to become an integral part of our rapidly growing CS team. The CSE will support the CS Team to develop and grow a positive customer experience, support brand loyalty, upsell new products and manage contract renewals.
There will be opportunities to contribute ideas to build and improve business processes to create effective onboarding of new customers and deliver a highly positive experience with our services over the in-life cycle of the contract.
The CSE will learn to collaborate with our technical teams on improvements to our product based on customer feedback. The CSE will work closely with other departments to analyse usage data, customer reviews and experiences with our products to continually look for ways to improve what we do and how we do it.
The key aspects of this role are:
● Perform client scans
● Generate Client Insights
● Perform Desktop research for market trends
● Work closely with the development team to report any bugs or enhancements of the Looper Insights Platform
● Driving a world class service for our customers
● Understanding our customers’ business needs and creating solutions to support them
● Be part of the success in planning for key clients
● Continually strive for improvement in both our product and customer experiences
● Adapt to each clients needs quickly, building a trusted relationship and creating champions for our product within our customers business
● Work collaboratively as part of a close-knit supportive team, within the CS department and across the company
You are a self-starter, someone who knows the importance of getting to know our clients’ business and their products, inside out. You’ll have the ability to engage with clients directly, with a personable manner and positive attitude, to understand their needs and wants and feed this back to our product managers.
You will be able to demonstrate an exceptional ability to communicate and foster positive business relationships and, with training and experience, you’ll grow to have the technical aptitude to understand every aspect of our service/product.
You’ll help each client gain more value from the platform through regular training, weekly calls and client visits (whenever that will be possible). You are hungry for personal development and keen to be part of a growing team.
You have the ability to quickly gain a deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. Your craft is client service but your objective is to drive tangible business results for your clients through effective Customer Success.
On the more practical side, you are likely to be proficient in G-Suite (Docs, Slides, Gmail), Zoom, Slack and other standard office tools. Skills in Tableau, data analysis, PowerPoint, Excel, and pivot tables are all valuable.
An interest in Technology, Film & TV, e-commerce, data are all helpful.
Why You’ll Love Working at Looper
We’re a genuine group of talented and helpful people. We care deeply about building an excellent team which is inclusive no matter who you are, within a friendly and respectful culture. We’re also ambitious and thrive on challenges that other teams fade from. We’re passionate about our work and love to persevere and solve problems. We love listening to our internal and external clients’ needs so we can amaze them.
We’re a distributed team working from the UK and Europe (GMT +/- 2 hours) and beyond, with a belief in autonomy, responsibility and trust. That means a flexible schedule and the room to get your head down and produce excellent work. If you need to do the school run, or go for a walk to think through an idea – we trust you to do your work however you do it best. Life at Looper is about outcomes.
We are committed to diversity and the principle of equal employment opportunity for all employees. You will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national, social or ethnic origin, age, gender identity and/or expression, sexual orientation, family or parental status, or any status protected by the laws of England and Wales.