Customer Success Executive

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.
We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there's never been a more exciting time to join us or a better place to grow your career!
Benefits:
If we haven't already captured your interest and sparked your excitement at the prospect of joining us, then perhaps the below will:
* 23 days annual leave, plus an additional day for your birthday
* Regular team incentives and social events, including annual Christmas and Summer parties
* Life Insurance and Company Pension
* Employee Assistance Programme (Mental Health & Well-being support)
* Great culture and work environment
* Access to MediCash
The Role
As a Customer Success Executive, your focus will be on retaining and nurturing existing clients, delivering excellent customer service, and identifying opportunities to upsell relevant products and services.
This role suits someone who is:
* Customer-centric, with a natural ability to build trust and rapport
* Comfortable working in a fast-paced, target-driven environment
* Confident in providing clear, value-driven overviews of products and services
* Passionate about customer care, problem-solving, and supporting long-term client success
Key Responsibilities:
* Manage a portfolio of customer accounts - providing regular contact with them and supporting them with any queries they have concerning the CV-library product they have purchased.
* Always be proactive, review customer accounts and their use of our products to identify any areas where they may be able to provide better customer care, and guidance of how to use our products and services.
* Where appropriate identify opportunities for our sales teams to be able to upsell our products and services.
* Be a support and guide to customers so that they value CV-Library's products and services and see us as a platform where they would want to repeatedly purchase products from.
* Ensure our customers are onboarded with our products and provided training and support to be able to utilise our services effectively.
* Be comfortable understanding market trends and data to be able to provide a level of customer that exceeds what our competitors provide.
* Be passionate about customer care and providing exceptional service for all out customers - deal with any queries or frustrations with our services quickly and within set KPI's.
* Manage multiple priorities at any time and ensure that the customer experience is at the heart of everything you do.
* Liaise with wider departments specifically sales to ensure that we are building long lasting client relationships.
Requirements
Essential Qualifications:
*
* Experience in a customer-facing role, with a strong emphasis on handling both inbound and outbound phone calls.
* Excellent communication skills - both written and verbal - with a friendly, professional approach.
* Builds strong relationships with customers and always brings a positive, can-do attitude.
* Demonstrates strong organisational skills and can multitask efficiently in a fast-paced environment.
* Keen to learn, open to feedback, and motivated to grow within the role and the business.
* Familiar with tools such as Excel or CRM systems - or quick to pick them up with training.
* A team player who enjoys collaborating with others to solve problems.
* Desirable (but not essential)
* 6-12 months' experience working with B2B customers in an office environment, along with some exposure to working with data (e.g. reporting or analysing customer trends).
* Experience of working to targets or deadlines
Benefits
At CV-Library, we are a team. We welcome the best talent to work for us, irrespective of race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability (visible or non-visible)