Customer Success Executive

Customer Success Executive

Hours of Work: Full time. 

Location: Wilmslow – Hybrid 2 days in the office. 

Who are Client Success?

We are a fun, enthusiastic growing team who love doing what we do – we love helping our clients with many smiles along the way.

We stand by the ‘No mood hoovers here’ culture of our business, we know that engaged people working within a ‘no blame’ culture will create fantastic experiences for our colleagues and clients.

We are flexible, supportive and most importantly human. Our team make it a great place to work, we employ fun and professional people doing a great job together.

We are really proud of our leading engagement and retention rates, it is what has enabled our double-digit growth every year for the last 6 years and it is core to our business strategy.  As we scale for further growth across the group, we want to strengthen our already amazing client success team

Are these your strengths?

• Understand client journey and client retention. This involves understanding the client’s experience from the first interaction to ongoing engagement. It includes identifying touchpoints where client satisfaction and retention can be improved.
• Know how to have great conversations and be able to identify areas where you can support our clients. Effective communication skills are crucial. Being able to engage in meaningful conversations with clients helps in understanding their needs and concerns.
• Build positive relationships through effective communication with colleagues and clients. Building strong relationships is key in any business. Effective communication with both colleagues and clients fosters trust and collaboration. This involves clear and transparent communication, empathy, and understanding.
• Be a true team player on the good and bad days and always have the business objectives in mind. Teamwork is essential. Supporting colleagues and keeping the focus on overarching business goals helps maintain a positive and productive work environment.
• Self-Motivated to achieve results. Being self-motivated is crucial for meeting targets and objectives. It involves taking initiative, setting personal goals, and working towards achieving them.
• Enjoy fast paced working environments. This involves being adaptable, quick-thinking, and able to handle multiple tasks efficiently.

About the role

Across our group companies we have 50,000 clients contracted to Citation and with that will need to renew the contract upon expiry in order to retain the benefits of using the Citation services. In this role you will be at the heart of the retention process to entice Citation clients in renewing the services and agreement to maintain the working relationship with Citation. We’re extremely proud of our market-leading client retention rate of 92% and our client feedback is overwhelmingly positive.

You will be responsible for reaching out to clients within your portfolio and having effective conversations to influence the decision to renew their core services with Citation, whilst also using all your skills as a sales professional to negotiate the sale of additional products and services, beneficial to their business. This is an extremely important role to drive the business success and continue our year-on-year growth.

You will also Investigate and Resolve complaint/client dissatisfaction or concerns raised by clients that are raised through different channels. This could be internally or externally such as online or social media. This will include identifying the root cause of client issues and resolving them by utilising tools/insight available and providing an appropriate outcome/resolution for each client. It will also be a key part of the role to provide/collate analysis relating to specific client sectors/cohorts that show adoption and provide suggestions for improvements/new ideas to support client engagement.

With full training and a structured career path, we also offer fun & supportive working environment to help you be at your best whilst making our clients businesses even better.

Who is Citation?

We’re one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy clients. (Our 5* Trustpilot and Glassdoor reviews speak for themselves!).

We provide HR & H&S consultancy services across the UK, we are that right arm to many SME’s who come to us for advice and support. We set our clients up for the future, making sure they have the correct policies and procedure in place, protecting them all the way.

The Citation Group is made up of many businesses, who proudly deliver services that our 45,000 clients need, want and value. Our mission is to be the business that colleagues and clients want to work for and with. It’s a really exciting time to join our business – come grow with us!

Our colleagues bring their brilliant selves to work every day and we create an environment where they can shine. We are a nice bunch. We don’t do office politics or that’s not my job. We listen, support and take ownership.

Here’s a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + Bank: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
• Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
• Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
• Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
• Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
• Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
• Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.

Do you think you can have an impact? Take us from great to magnificent? Get in touch.