Customer Success Executive (B2B-Technology Platforms)

Milton Keynes – Hybrid Working

Monday – Friday – 37.5hrs

Salary - £28,000 - £32,000 

We are seeking to recruit a Customer Success Executive to support our growing Software Platforms as part of an established team here at ROI LTD (CODIFI). This role is integral to the success of our groundbreaking Automotive platforms, which are delivering digital self-serve solutions in the UK Fleet industry as part of our diverse B2B - Fleet Services.

Our objective is to modernise the operations of Manufacturers, Leasing Companies and Fleet Managers through technologies and processes, offering users access to digital self-serve solutions to increase their productivity whilst delivering a first-class user experience.

In this position, you will be the main point of contact for the system users to ensure they’re maximising the benefits delivered by the platform whist addressing any concerns swiftly and effectively. You will proactively contact and manage a range of users, educate them on the benefits of the system, oversee escalations, collect feedback and collaborate with various teams within the organisation to deliver outstanding value to our clients and their customers.

What will you be doing?

• Act as the main liaison for system users, onboarding new users and educate existing users on new features and functionality through coaching/guidance and live demonstrations.
• Promote system usage by building strong relationships with users to ensure they are fully utilising the systems, software, and portal capabilities to enhance their daily operations.
• Capture the latest contact and fleet profile information ensuring that all user and system data is regularly updated.
• Handle user escalations, providing system support, timely resolutions and consistent updates.
• Offer solutions to enquiries, creating tickets in accordance with SLAs and KPIs.
• Provide help and support analytics to identify recurring issues, monitor trends, and make recommendations for continuous improvement.
• Collect user feedback during your interactions to identify opportunities for new features and system enhancements.
• Ensure users have the correct access rights to all necessary portals and the functionality within.
• Outbound contact calling and qualification

Experience Needed

• Familiarity and experience with the use of various IT Portals and CRM systems.
• Prior experience in an IT-related role or similar Customer Success role.
• 3 years proven working experience in customer success, account management, or customer support role within IT or similar technology.
• Background or interest in IT, software and or customer success is preferred.

Benefits

• Company Pension Scheme: Secure your future with our AEGON pension scheme. Contributions are salary sacrifice-based, with ROI contributing 4% and you contributing 5%. Tailor your pension investments with the help of a pension adviser.
• Life Assurance: Ensure financial protection for your loved ones. In the unfortunate event of your passing, your beneficiaries will receive a lump sum. This coverage is complimentary and advantageous for mortgage applications.
• Private Medical and Dental Care: Access private medical care for faster, more specialised treatment. Partners and dependants can also be included.
• Health Shield: Reclaim costs for dental care, physiotherapy, osteopathy, chiropody, and more with our Health Shield cash plan. Adjust your coverage as needed, and dependants under 18 are covered at no extra cost.
• Health and Wellbeing Fund: Utilise a £500 annual budget to enhance your physical and mental well-being through healthcare upgrades, gym memberships, equipment, mindfulness apps, or counselling.
• Car Schemes: Take advantage of short-term leases on Kia and Hyundai vehicles at excellent prices, including tax and insurance, provided by Car Benefit Solutions.
• Bursary for Further Education: Pursue further education with ROI’s co-funding of up to £1,500 per year for career-enhancing studies. Previous courses include language learning, counselling accreditations, and accountancy studies.

Why Should You Work for ROI?

Since our inception in 2003, ROI has blossomed into a vibrant, market-leading business with over 350 employees across four offices. Our commitment to fostering a fantastic work environment is evident in our exceptional career progression opportunities, with a large number of our first-line managers rising through the ranks internally. Here’s why you’ll love working with us:

• A Thriving Workplace: Join a dynamic and innovative company with a proven track record of staff retention, training, and community. Our employees are our greatest asset, and we are dedicated to their growth and success.
• Career Progression: At ROI, your career development is a priority. We offer genuine opportunities for advancement, supported by comprehensive training programmes through our in-house academy. Many career avenues await you from this entry point.
• Strong Support System: You will be backed by a skilled and enthusiastic management team committed to your personal and professional enrichment. Our approach ensures you receive excellent support and guidance.
• Prestigious Clients: As a sales support agency, we boast an impressive client base that includes some of the most recognisable automotive brands. Our reputation for innovation and excellence has set us apart in the industry.
• Accreditation and Standards: We are proud to be accredited with Investors in People and ISO27001, showcasing our commitment to high standards and continuous improvement—a rarity in our sector.
• Community and Culture: Experience a sense of belonging within our close-knit community. We value collaboration, innovation, and a supportive atmosphere, making ROI not just a place to work, but a place to thrive.

Excited to Start Your Career with Us?

If you’re ready to embark on an exciting career journey with ROI, hit ‘APPLY’ today! Don’t forget to include your CV, and our recruitment team will be in touch soon.