Description:
We’re looking for an amazing Customer Success Executive to join our new Scheme Delivery team in London. This is a brand new team in Customer Success, which is focused on supporting our B2B clients and making sure their schemes run smoothly.
In this role, you’ll handle the day-to-day, non-commercial activities for employer schemes - keeping things organised, solving issues quickly, and ensuring clients have a hassle-free experience with Octopus EV!
What you'll do...
- Be the first point of contact for non-commercial activities for schemes via email and phone
- Champion scheme interests and be subject matter experts on EV Salsac to Growth teams & wider OEV departments
- Work with Sales & Ops to drive exceptional in-life experiences including preventing and driving fast resolution for complaints
- Recommend approaches to improve customer experience based on customer feedback and data
- Assist on, and co-own internal & external projects with manager support
- Own activities driving scheme satisfaction and enabling growth e.g. HR signatures, smooth end of leases, reporting and invoicing queries, escalations, scheme documentation
- Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goals
What you'll need...
- 2-4 years of relevant B2B client facing experience
- Proven track record of supporting B2B clients to resolve queries and deliver excellent service
- Experience partnering with internal teams to deliver ongoing improvements and simple processes
- Experience working with service metrics (e.g. response times, satisfaction scores, accuracy, issue resolution)
- Excellent listening and communication skills, with the ability to build rapport in challenging customer situations
- A ruthless focus on the customer with a genuine passion for going above and beyond and finding mutually beneficial outcomes