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Customer Success Support Executive - XpertHR - Sutton

Customer Services - Support & Training
Reed Business Information
REE00C0W Requisition #

Award winning online HR information provider, XpertHR, is looking to recruit a Customer Success Support Executive.

XpertHR is an online product specifically for the HR professional. Established in 2002, XpertHR was voted online product of the year in 2004 and has established itself as the leading online resource for all HR information needs, powering great people management in organisations.

XpertHR’s Customer Success Team plays a vital role in proactively driving user engagement through a range of training and customer focused activities, ensuring that all our clients are successful with their aims, objectives and requirements. In addition to focusing on clients, the team works in close partnership with Marketing, Editorial, Technology and other Commercial Teams and is at the heart of this successful business.

The Position:

This is a key role within the Customer Success Team. The Customer Success Support Executive will be responsible for supporting the success of our Tech Touch accounts throughout their lifecycle, from Onboarding, to renewal and beyond. Acting as a point of contact for our Tech Touch accounts and ensuring the completion of key deliverable events for these accounts, such as training. Alongside this you will be responsible for answering incoming calls and queries and providing support as required to all our clients.

Key Responsibilities:
  • To take ownership and responsibility of our Tech Touch accounts throughout their lifecycle
  • Handling any renewal related queries for the Tech Touch accounts
  • To successfully run a weekly training session
  • To identify upsell opportunities where appropriate
  • Provides excellent customer service and ensures all clients queries are dealt within the required SLA
  • Complies with XpertHR sales systems
  • Reports to the Customer Success Team Leader on activity delivered
  • Relationship builder
  • Demonstratable understanding of the sales proposition and process
  • People orientated, excellent listening and communication skills
  • Commercial acumen
  • Great time management
  • PC literate
  • Highly motivated
  • Able to build and maintain relationships with external and internal stakeholders
About Reed Business Information:

Reed Business Information provides information and online data services to business professionals worldwide. Customers have access to our high-value industry data, analytics, information and tools. Our strong global products and services hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day.  RBI is part of RELX Group plc, a world-leading provider of information solutions for professional customers across industries.

RBI are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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