Job Description

Job title:

Customer Success Executive

Location:

Surrey, UK

Salary:

c. 28,000 per annum

Contract

: 9 month Fixed Term Contract (possibility of extension)

Working hours:

35 hours a week, flexible between 8:00 am to 6:00 pm

Reporting to:

Customer Resolutions Manager

Intersoft is an award-winning delivery management software provider and part of the Royal Mail Group. Our software has led the market in providing innovative shipping solutions since 1993 for retailers and third-party providers.

Our solution, Intelligent Shipper, integrates directly into multiple carriers and provides smart and convenient delivery methods such as Tracked, Click and Collect, Locker Boxes, Next Day and more to help retailers and brands scale eCommerce.

As a business, we are continuously striving to be better. We foster an environment that allows our diverse and highly talented team to think, plan and further improve themselves and the software we develop. And we believe this is working, as

91% of our employees said Intersoft is a great place to work!

Job Duties and Responsibilities:

On a daily basis, as a

Customer Success Executive

, you will take a more strategic and proactive role in ensuring customer satisfaction, driving revenue growth, and improving the overall customer experience. You will focus on developing long-term relationships with clients, optimising customer onboarding, and identifying new opportunities for business expansion. You will also play a key role in enhancing customer retention and increasing account profitability.

Key responsibilities include:

Customer Engagement & Retention

Take ownership of the end-to-end customer lifecycle, ensuring seamless onboarding and continued support. Build strong relationships with customers to improve retention and customer satisfaction. Act as the primary point of contact for customers in the Onboarding phase, ensuring their needs are met efficiently.
Revenue Growth & Upselling

Identify upselling and cross-selling opportunities within the existing customer base. Collaborate with the Customer Solutions team to develop strategies for acquiring new business and expanding existing accounts. Provide insights into customer needs, helping shape product development and sales approaches. You may be asked to product manage some elements of Intersoft's technical solution and help guide its evolution and customer uptake
Operational Excellence

Ensure customer onboarding is streamlined and efficient, minimising time-to-value for new clients. Manage and optimise CRM processes, ensuring accurate tracking of customer interactions and opportunities. Work closely with internal teams (Customer Solutions, Support, Projects) to deliver an exceptional customer experience. Assist in defining and improving customer support processes to improve efficiency and satisfaction.
Data & Insights

Gather customer feedback and share actionable insights with the product and development teams. Use data analytics to track customer success metrics, identify trends, and recommend improvements. Provide regular reports and updates on your customer pipeline Monitor key performance indicators (KPIs) related to customer success and take necessary actions to improve them.

Key working relationships:

Customer Solutions Team Projects Team Developers, Testers, and Business Analysts Support Team Carriers Customers, 3Pi's and 3PL's.

Expected experience & skills:

To succeed in this role, you should have developed strong expertise in customer success, an analytical approach to problem-solving, and a proactive attitude towards driving growth and customer satisfaction. You will need to be a confident communicator who thrives in a fast-paced, collaborative environment.

Essential Skills & Experience:

Demonstrated experience in a customer success or account management role, preferably within eCommerce, supply chain, or logistics. A proactive and self-motivated mindset, with a passion for customer satisfaction and business growth. Strong ability to convert leads and identify upsell opportunities. Excellent communication skills with a natural ability to build and maintain strong client relationships. Ability to analyse customer data and feedback to drive business improvements. Experience managing CRM systems (such as Salesforce, HubSpot, or similar) and workflow management tools (such as Jira). A solution-oriented approach with the ability to make data-driven decisions. Exceptional problem-solving and time-management skills.

Beneficial skills:

Prior experience in SaaS, logistics, or retail technology. Familiarity with customer success metrics and reporting. Experience in working with cross-functional teams, including sales, marketing, and product development.

What we offer:

Fast growing, ambitious company with over 25 years' experience 91% of our employees said that Intersoft is a great place to work! UK's Best Workplaces and Best Workplaces for Wellbeing 2024 Annual performance-based bonus incentives Real time, 360-degree performance feedback Full private health insurance through our healthcare partner, Vitality Health Group Life Insurance and Income Protection BUPA Dental Insurance 23 days holiday, rising to 26 days per years' service + all UK Bank Holidays Employer pension contributions up to 10% AIG LifeWorks employee assistance programme (EAP) - 24/7 support for mental, financial, physical and emotional wellbeing Work-life balance - flexible working and work from home Professional development including learning and development, individual development plans, formal mentorship programs, professional tuition reimbursement Regular socials, monthly engagement activities, wellbeing days and more Paid time off when you are physically and mentally unwell Intersoft's Climate Positive Workforce initiative aims to offset employee carbon emissions and mitigate their impact on the environment. For each employee, ten trees are planted monthly through Intersoft's environmental partners Ecologi.
Intersoft promotes equal opportunities and embraces diversity. Our success lies in cutting-edge technology, a talented team, and the ability to stay one-step-ahead of the delivery process.

Team on a Mission We before Me Go above and Beyond Shatter Expectations Ignite a Spark Blaze a Spark

Job Type: Fixed term contract
Contract length: 9 months

Pay: From 28,000.00 per year

Benefits:

Company pension Cycle to work scheme Discounted or free food Free parking Gym membership Life insurance On-site parking Paid volunteer time Private dental insurance Private medical insurance Work from home
Schedule:

Flexitime Monday to Friday
Work Location: Hybrid remote in Egham TW20 0HJ