Customer Success Executive

Customer Success Executive - International Water Industry

Location: Oxford OX1 1XX (hybrid working option available)
Salary: £26,000 - £28,000 per year, dependent on experience (with a 6-month probationary period) plus quarterly bonuses
Contract: Full time, Permanent, 09:00-17:30, Monday to Friday

Due to continued growth and expansion, we are recruiting for an ambitious Customer Success Executive who wants to grow quickly in an entrepreneurial environment.

GWI is expanding our Customer Success team in line with some exciting changes within the company, which will involve offering even more support to our subscribers than we do already to help transition them under our new company strategy.

Global Water Intelligence is an ambitious company with around 70 employees spread between Oxford, Austin (Texas) and Shanghai (China).

We publish market leading magazines, databases, and reports on the international water industry. Additionally, we run a series of successful international events.

The Customer Success Executive will be working on the publishing side of the business, focusing on supporting our highly successful Sales Team who sell databases (such as GWI WaterData & GWI DesalData), subscription publications (GWI Magazine) and industry specific network platforms (UltraPure Micro).

The Customer Success team works closely with the Sales Team to help maintain our existing subscriber base by offering training and support to all our subscribers, answer customer queries regarding our data and services, report on usage analytics and identify patterns in the customer journey.

Benefits

• We are global: Our market is totally international, and we need to reflect that. We travel a lot and around 40% of our staff don't come from the UK.
• We work for each other: We do work hard, but not out of fear or greed. It is because we care for each other, and it lightens the load of everyone if we all pull together.
• We balance the commercial with the idealistic: We are passionately committed to addressing the world's water challenges, but we can only do what we do because we are a profitable business.
• GWI employees are enrolled on a company pension plan and receive a holiday allowance of 25 days per year. The successful candidate will have the opportunity to attend relevant training courses and conferences to develop within the role.

Requirements

The successful Customer Success Executive will have:

• Good verbal and written communications skills
• Professional attitude and excellent telephone communication skills
• Strong customer service and listening skills
• Good computer literacy skills
• Be enthusiastic and dependable
• Effective time management
• Analytical and presentation skills

Responsibilities

As a Customer Success Executive at GWI, your responsibilities will include:

• Training and supporting existing subscribers on our different products
• Understanding the platforms to a high level to answer queries about the data and analysis we provide
• Communicating customer feedback between different teams within GWI such as the content and marketing teams
• Analysing usage data to produce reports for both client and internal use
• Analysing user behaviour to map out the customer journey
• Being responsible for renewing subscriptions

The successful candidate will be able to hit the ground running and develop a rapid understanding of our product portfolio, related markets and the value proposition to different client segments.

Applicant instructions:

Please submit a CV and a covering letter by clicking on “APPLY” today, explaining in fewer than 200 words why you are applying for the job and what you think you can contribute to us that would make a real difference.

The closing date for applications 3 July 2024.

We encourage you to apply early, as we may close the vacancy if we receive sufficient applications.

We will not consider any CVs sent without covering letters, or applications with generic covering letters not tailored to the vacancy.

Please note that due to the high volume of applications we receive, we are unable to offer feedback on any applications not carried through to the interview stage.

No agencies please.