Customer Success Executive
Department: Ireland Customer Success
Employment Type: Permanent - Full Time
Location: Dublin, Ireland - Hybrid
Description
About the role To delight our customers by exceeding attraction expectations, providing exceptional customer service and demonstrating in depth knowledge of our audience and platform to secure yearly subscription renewals and upgrades.
Outcomes
1. Meet employer brand and attraction goals to secure yearly renewals
1. Manage a portfolio of subscription customers providing an end to end service from onboarding to subscription review and renewal recommendations.
2. Provide an efficient and effective service for customers.
3. Conduct onboarding meetings to understand the clients’ requirements, target audience, goals and areas of particular focus.
4. You will monitor and optimise your client’s subscriptions to achieve their recruitment objectives.
2. Deliver outstanding customer service
1. You will build a trusted and loyal relationship with your customer base.
2. Your communication will be professional, timely, informative and charismatic.
3. You will deliver timely and accurate administration of subscriptions including the distribution of roles and collection of print collateral.
4. You will seek out opportunities within GTI to delight your customers.
5. The reporting you deliver will be complimented with intelligent explanations.
3. Input into efficient and collaborative internal ways of working and processes
1. You will be the voice of the client as you input into commercial, marketing and product development.
2. Through your knowledge of our client and their objectives you will identify upsell opportunities and work with account managers to secure the renewal.
3. Following both your own ideas and direction from others, input and run working process improvements as we strive to deliver optimum team performance.
Person Specification
* You will be a fast learner of platforms and processes.
* You will be a good listener inspiring confidence and trust.
* You will be a strong team player.
* You will be incredibly organised with the ability of managing upwards of 50 relationships.
* You will be confident with reporting and analysis, able to explain data to your customers.
* You will be committed to improving working practices, identifying efficiencies and areas of opportunity.
Work Experience, Knowledge & Skills:
* Experience of working in an administrative customer facing role.
* Knowledge of student and graduate recruitment processes.
* A confident and professional manner with excellent written, phone and conversational skills.
* Basic understanding of website performance data.
* Computer literate – MS Office, CRM systems.
* Proactive, adaptable and a quick learner.
* Focused, conscientious, efficient with excellent time management skills.
* Collaborate with peers and other people inside and outside the business.
Other Information
* Permanent role.
* 37.5 hours per week between Monday to Friday 9.00am – 5.30pm.
* Minimum of 3 days per week in our Dublin office.
* 3-month probationary period.
Candidates applying for roles at GTI will be subject to background screening. You can find out more about our background screening and the recruitment of ex-offenders by reading our policies.
If you would like to speak to a member of our team to find out more information about this vacancy or you have any questions, please get in touch - recruitment@groupgti.com.
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