Client Executive

Client Success Executive 

Leatherhead, Surrey  - Hybrid working offered. (Parking onsite) 

Full time, 9-17.30pm Monday - Friday. 

Reed Epsom are excited to offer an opportunity for a Client Success Executive to join a leading independent aviation consultancy and data information business. This role is ideal for a proactive individual who excels in client relationship management and is adept at handling a diverse range of queries related to subscription services. As part of a dedicated team, you will manage approximately fifty client accounts, providing exceptional support and demonstrating new products to enhance client experience.

Day-to-day of the role:

• Build and maintain strong relationships with a portfolio of clients, ensuring high levels of customer satisfaction.
• Respond to client queries regarding data extraction, product information, and service navigation.
• Conduct product demonstrations and guide clients through new features and updates.
• Direct clients to relevant webinars, events, and resources that can add value to their subscription.
• Collaborate with internal teams to stay informed about product developments and service enhancements.
• Monitor client accounts to identify opportunities for upselling or improving service delivery.

Accountabilities and Responsibilities 

• Assist with onboarding, training and customer lifecycle management
• Be first port of call for customers and be available to answer any in-bound questions
• Provide technical support and ad-hoc training to InsightIQ customers, replying to inbound queries.
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Be understanding, sympathetic and able to prioritise problems for escalation and to minimise attrition.
• Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Assist the Account manager in performing Quarterly Business Reviews of key accounts.
• Cross departmental working to promote cross selling across key accounts.
• Keep user guides and training materials up-to-date.
• Maintain and distribute user-stats.
• Present training demos to potential InsightIQ clients.
• Attend aviation conferences and networking events to meet with and present to potential new clients.

Person Spec – Skills and Experience Required

• Thorough knowledge of (or eagerness to learn about) the company’s products and their capabilities.
• Technical aptitude and the ability to understand and explain complex concepts in simple terms.
• Great interpersonal and relationship-building skills.
• Interest in aviation.
• Familiarity with SalesForce.com, Business Intelligence platforms, and Jira an advantage.
• Previous experience in a digital / SaaS client service role
• Excellent presentation skills (on line demos)
• Understanding of sales process
• Excellent IT capability
• Confident communicator
• Good excel skills
• Numerate

Click apply today!