Client Success Executive - Hybrid

The Company

This SaaS company is seeking a strategic, growth-focused Client Success Executive to join its Consulting team, reporting to the Airline Analysis Manager. Depending on experience, the position may also include management responsibilities. The role is divided equally between delivering the analysis that underpins the market-leading credit product and supporting strategic projects for key industry stakeholders.

Job Purpose

Acts as the first point of contact within the company for all Insight clients.
Ensures customers fully utilise the Insight platform by providing solutions to any issues encountered.
Proactively communicates platform upgrades and new product features, delivering training where required to optimise customer experience, improve retention, and reduce business costs.
Conducts regular follow-ups with users to support business development, including upselling additional company services and Insight add-ons.
Builds and maintains strong client relationships to support retention and annual renewals.
Establishes relationships with new clients, with the objective of selling new subscriptions to additional users.

Duties and Responsibilities

Supports customer onboarding, training, and lifecycle management, including execution of the Keep-in-Touch (KIT) strategy.
Serves as the first point of contact for technical support, ad-hoc training, and inbound customer enquiries.
Ensures continued customer satisfaction by educating users on product functionality and available upgrades.
Demonstrates empathy and sound judgement when prioritising issues for escalation, helping to minimise customer attrition.
Contributes to product development and improvement by gathering customer feedback, identifying recurring issues, and collaborating with the product manager to address them.
Maintains exceptional service standards, consistently going above and beyond to drive customer satisfaction and retention.
Manages accounts through usage audits and regular customer check-ins.
Works cross-functionally to support cross-selling initiatives across key accounts.
Keeps user guides and training materials accurate and up to date.
Maintains and distributes user statistics and reporting.
Delivers product training demonstrations to prospective Insight clients.
Represents the business at aviation conferences and networking events, engaging with and presenting to potential new clients.
Collaborates closely with marketing to organise subscriber sessions, interactive videos, and marketing collateral.

Skills and Experience

Demonstrates thorough knowledge of the company’s products and capabilities, or a strong willingness to develop this expertise.
Possesses strong technical aptitude, with the ability to explain complex concepts in clear, simple terms.
Exhibits excellent interpersonal and relationship-building skills.
Brings customer service experience with a highly customer-centric approach.
Shows a genuine interest in aviation.
Has familiarity with Salesforce.com, Business Intelligence platforms, and Jira, which is considered advantageous.
Offers previous experience in a digital or SaaS client service role.
Delivers high-quality presentations, including online product demonstrations.
Demonstrates a solid understanding of the sales process.
Maintains excellent overall IT capability.
Communicates confidently and professionally with stakeholders at all levels.
Educated to degree level or equivalent.
Possesses strong Excel skills and a numerate mindset.
Based in an office-based role in Leatherhead, with hybrid working arrangements.

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Client Success Executive – Hybrid

The Company

Job Purpose

Duties and Responsibilities

Skills and Experience

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