Customer Success Champion

Newcastle

Newcastle · Permanent · Full Time · Posted: 14/02/2017 Closes: 18/05/2017

We are currently recruiting for an outstanding Customer Success Champion to join an existing team. The Customer Success Team operates across both of RIBA Enterprises main business units; NBS and Insight. Operating in the customer centre we work closely with other teams with our keys aims being to ensure the customer has a great welcome experience to RIBA Enterprises, they see the added value in their subscription and are educated on our products and services to drive product usage and retention. At the same time we take on board a large amount of feedback for the business that is fed back internally to help shape the development of future product and services at RIBA Enterprises.

Job Description:

 

Customer Success Champion

Newcastle upon Tyne

 

RIBA Enterprises is the knowledge management business of the Royal Institute of British Architects (RIBA). Through its brands the Company is the leading provider of construction information, products and services in the UK and has aspirations to expand both in the UK and Internationally.

 

The Customer Success Team operates across both of RIBA Enterprises main business units; NBS and Insight. Operating in the customer centre we work closely with other teams with our keys aims being to ensure the customer has a great welcome experience to RIBA Enterprises, they see the added value in their subscription and are educated on our products and services to drive product usage and retention. At the same time we take on board a large amount of feedback for the business that is fed back internally to help shape the development of future product and services at RIBA Enterprises.

 

The role:

 

The successful applicant will be part of a team responsible for ensuring our customers (end users and manufacturers) see value in their subscriptions to NBS or RIBA Insight products, they understand how to use them and see them value to their business. This will be mainly carried out over the telephone or via email and occasionally face to face.

 

As part of the role you will build relationships with our customers, in a professional, courteous and friendly manner. The mutual benefit of these relationships will be aimed at product usage, customer retention and customer satisfaction key aims.

 

You will work closely with other teams in the customer centre as well as teams in finance, product development and training, taking on board customer feedback for future product development as well as ensuring cross team processes run smoothly and are continuously improved.

 

 

The candidate:

 

We are looking for a customer focussed team player, who has excellent communication skills both verbal and written and can work professionally with both internal and external stakeholders.

 

Who can demonstrate from previous experience the ability to prioritise work,  ensuring the team delivers its agreed contact to customers during subscriptions

 

The ideal candidate will be able to demonstrate both via CV and interview previous/current experience working in a technical support, service or retention role and is looking to further their career in this environment.

 

Experience using both Microsoft Office products and Customer Relationship Management (CRM) software is essential for this role

 

Knowledge of the construction industry would be an advantage.



 





 





 




 



How to apply

When applying please forward a CV and covering letter

Apply for position

You can also apply by post or email us at hrd@ribaenterprises.com.

Human Resources, RIBA Enterprises, The Old Post Office, St Nicholas Street, Newcastle upon Tyne, NE1 1RH.