Customer Success Executive

Ordnance Survey
Southampton, UK/Remote
Added: March 4, 2024
Our busy Customer team is looking for people to support their mission - to reach the hearts, minds, and spirits of our customers to help them meet their goals.

Join us and you'll have an opportunity to make an impact. To empower projects that deliver real-world benefits across Britain. To hear our customers say they couldn't have done it without us. And to be central to OS's vision: to be recognised as world leaders in geospatial services; creating location insight for positive impact.

About The Role

As a Customer Success Executive your primary focus will be talking to our PSGA members to understand how they currently use our products and to tailor your conversations to encourage the adoption of our newly launched products (download and APIs). You will also need to support our PSGA members and Partners to ensure they are aware of any changes to our ways of working which could include withdrawing old existing systems, products, product formats or delivery methods.

To be successful in this role, you will need the following skills:

  • Confidence speaking with customers over telephone as well as face-to-face
  • A positive attitude and self-motivation to proactively respond to emerging priorities and unforeseen issues
  • An ability to work at pace while still delivering great customer service
  • Flexibility to adapt to changes as they arise

You will need to become an expert in our internal business systems that we use to service our customers, so previous use of CRM or ERP systems where you have captured and stored organisational and customer data would be advantageous.

What We're Looking For

The ideal candidate will demonstrate they possess the following values to ensure customer success:

  • Takes ownership of customer data accuracy and seeks to maintain / accurate key customer data as part of a migration programme
  • Excellent track record in meeting deadlines and working to targets
  • Implements and takes ownership of the agreed activity to help support the migration of all our customers from legacy products/services to new PSGA products & services, ensuring successful customer and business outcomes
  • Provides ideas and feedback on continual customer service improvement to help retain customers and ensure growth
  • Reports on critical business performance indicators, identifies risks and supports corrective action to deliver business targets
  • Flexible approach
  • Excellent time management and prioritisation skills
  • Team player

We'll give you:?

  • Salary - £26,808- £31,530
  • Performance related bonus
  • A competitive pension scheme
  • Flexible working options or We adopt flexible working and can consider different working hours dependent on the role and your personal circumstances
  • 25 days annual leave - (rising by 1 day each year to 30 days after five years) bank holidays and an extra 3 days over Christmas (take out the 3 days over Christmas if advert is for CSC)
  • Plus, a suite of excellent additional benefits

Location : We embrace a hybrid working model at OS and understand there is no one size fits all in relation to how we work. We have a fantastic HQ in Southampton, Hampshire where you will be required to spend 2 days a month with the remaining time being a personal choice as to whether you work from home, one of our regional offices or spend more time at OSHQ.

OS conducts DBS background checks for all joiners and some of our roles require additional security clearance, including to SC or DV level in some cases. We will tell candidates at the appropriate time during the recruitment process if additional clearance will be required for this role.

Closing date : Sunday, 25 February 2024

We believe diversity and inclusion is about working together - in an encouraging and respectful environment to reach our full potential. We believe combining different backgrounds, experiences and perspectives will help us reach our vision and be trusted and admired across the globe for setting the standards and leading the way.

We are looking for passionate people from a range of backgrounds and welcome applications from any race, age, gender, background or religion.

We're individually talented and collectively powerful, and we give you the space to take your career in whichever direction you want.