Customer Success Executive

Wilmslow - Hybrid

Salary GBP25k per annum + Bonus

Who are Client Success?

We are a fun, enthusiastic growing team who love doing what we do - we love helping our clients with many smiles along the way.

We stand by the 'No mood hoovers here' culture of our business, we know that engaged people working within a 'no blame' culture will create fantastic experiences for our colleagues and clients.

We are flexible, supportive and most importantly human. Our team make it a great place to work, we employ fun and professional people doing a great job together.

We are really proud of our leading engagement and retention rates, it is what has enabled our double-digit growth every year for the last 6 years and it is core to our business strategy. As we scale for further growth across the group, we want to strengthen our already amazing client success team

Are these your strengths?

Understand client journey and client retention. This involves understanding the client's experience from the first interaction to ongoing engagement. It includes identifying touchpoints where client satisfaction and retention can be improved.

Know how to have great conversations and be able to identify areas where you can support our clients. Effective communication skills are crucial. Being able to engage in meaningful conversations with clients helps in understanding their needs and concerns.

Build positive relationships through effective communication with colleagues and clients. Building strong relationships is key in any business. Effective communication with both colleagues and clients fosters trust and collaboration. This involves clear and transparent communication, empathy, and understanding.

Be a true team player on the good and bad days and always have the business objectives in mind. Teamwork is essential. Supporting colleagues and keeping the focus on overarching business goals helps maintain a positive and productive work environment.

Self-Motivated to achieve results. Being self-motivated is crucial for meeting targets and objectives. It involves taking initiative, setting personal goals, and working towards achieving them.

Enjoy fast-paced working environments. This involves being adaptable, quick-thinking, and able to handle multiple tasks efficiently.

About the role

Across our group companies we have 50,000 clients contracted to Citation and with that will need to renew the contract upon expiry in order to retain the benefits of using the Citation services. In this role you will be at the heart of the retention process to entice Citation clients in renewing the services and agreement to maintain the working relationship with Citation. We're extremely proud of our market-leading client retention rate of 92% and our client feedback is overwhelmingly positive.

You be responsible for reaching out to clients within your portfolio and having effective conversations to influence the decision to renew their core services with Citation, whilst also using all your skills as a sales professional to negotiate the sale of additional products and services, beneficial to their business. This is an extremely important role to drive the business success and continue our year-on-year growth.

With full training and a structured career path, we also offer fun & supportive working environment to help you be at your best whilst making our client's businesses even better.

Who is Citation?

We're one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy clients. (Our 5 Trustpilot and Glassdoor reviews speak for themselves!).

We provide HR & H&S consultancy services across the UK, we are that right arm to many SMEs who come to us for advice and support. We set our clients up for the future, making sure they have the correct policies and procedure in place, protecting them all the way.

The Citation Group is made up of many businesses, who proudly deliver services that our 45,000 clients need, want and value. Our mission is to be the business that colleagues and clients want to work for and with. It's a really exciting time to join our business - come grow with us!

Our colleagues bring their brilliant selves to work every day and we create an environment where they can shine. We are a nice bunch. We don't do office politics or that's not my job. We listen, support and take ownership.

Do you think you can have an impact? Take us from great to magnificent? Get in touch.

Hit Apply now to forward your CV.