Customer Success Executive

Lloyd's List Intelligence delivers news, intelligence and analysis on the global maritime industry enabling our clients to effectively navigate the market, identify trends and help them make effective business decisions. Our Customers across the Maritime Industry range from governments to Fortune 500 companies. Our mission is to provide a valuable advantage for them. From news and insight, vessel tracking and casualties; Lloyd’s List & Lloyd’s List Intelligence remains the most trusted intelligence source in global Maritime space, as it has been since 1734.

We are currently looking for a Customer Success Executive to join our global team and play a key role in our success in 2023 and beyond. Your main role will be onboarding, training, supporting, and helping our customers to make the most of their subscriptions.

This is a full-time permanent role and will report to the Customer Success Manager.

This role is balanced working model between home and our modern and centrally located UK office on London’s Southbank, with an excellent and a wide variety of services and transport links situated nearby.

Key Responsibilities

• Accountable for Customer queries through to satisfactory resolution in line with processes, KPI’s and Customer focused First best practices.
• Ensuring that all activities with clients are logged in the relevant CRM system.
• Engaging with Customers through Inbound and Outbound calls, ensuring communication is clear and concise, actively listening, questioning, and summarizing learnings and next steps.
• Onboarding new Customers, building a trusted relationship, driving usage, agreeing on a training plan, and demonstrating our service success value them.
• Stakeholder training and engagement with those at various levels of seniority demonstrating the value of service/s.
• Regularly reviewing Customer usage and continually improving a plan/project on usage increase and implementation.
• Escalating queries with proposed solutions for improvement.
• Manage Customer expectations with empathy, providing clear instructions and guidance.
• Ensuring key enhancements to the product/s or service/s are clearly communicated and understood by users via email, web-based training, and conversations.
• Constantly improve our Industry knowledge around trends, and developments and use those insights to improve the efficiencies of the service we offer.
• Attending weekly team meetings, 1:1 and other meetings to stay up to date with business goals, ambitions, and performance.
• In addition to the above, this role may also be required to help with projects and workload as determined by business needs and the Manager.

Who we are looking for…

• At least 12 months experience in a customer support role – B2B is preferred
• A proven track record in working with Senior Leaders in multi-national companies
• Proficiency in written and spoken English
• Proven experience in building successful relationships both internally and externally
• A passion for delivering excellence to Customers
• Someone who listens and can articulate complex solutions in a simple and concise way and with a relentless focus on attention to detail
• Experienced in working with CRM systems (SFDC is preferable)
• Adaptable and quick to learn new systems and processes
• Collaborator who loves to help others and work as part of a Team
• Problem-solving attitude
• Confident in sharing ideas and opinions
• Always looking for opportunities to learn, grow, is curious and loves change

Our Promise to You - Benefits

• 25 Days Holiday rising to 27 after 2 years’ service and a day off for your birthday
• Life Assurance for 4 x Salary
• Company pension scheme: employee contribution of 5% basic salary, matched by an employer contribution of 5%
• Up to 4 Days Paid Volunteering
• Healthy Lifestyle Subsidy up to £250
• Enhanced Family Leave (Maternity, Paternity, Shared Parental Leave)
• Flexible benefits including Private Healthcare Plan and Dental Insurance

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most, but not all of the skills or experience we're looking for, please go ahead and apply. You could be just what we need!

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

Please let us know of any adjustments we need to make for you to show us your best self.