Customer Success Executive

• Be the first point of contact for non-commercial activities for schemes via email and phone • Champion scheme interests and be subject matter experts on EV Salsac to Growth teams & wider OEV departments • Work with Sales & Ops to drive exceptional in-life experiences including preventing and driving fast resolution for complaints • Recommend approaches to improve customer experience based on customer feedback and data • Assist on, and co-own internal & external projects with manager support • Own activities driving scheme satisfaction and enabling growth e.g. HR signatures, smooth end of leases, reporting and invoicing queries, escalations, scheme documentation • Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goals

• 2-4 years of relevant B2B client facing experience • Proven track record of supporting B2B clients to resolve queries and deliver excellent service • Experience partnering with internal teams to deliver ongoing improvements and simple processes • Experience working with service metrics (e.g. response times, satisfaction scores, accuracy, issue resolution) • Excellent listening and communication skills, with the ability to build rapport in challenging customer situations • A ruthless focus on the customer with a genuine passion for going above and beyond and finding mutually beneficial outcomes • A completer-finisher mentality, super organised and efficient • A good understanding of the B2B2C dynamic relating to our schemes and their employees • A start-up / entrepreneurial mindset being able to adjust to change and keep up with a fast-moving business • A strong passion for sustainability is a must. Knowledge of employee benefits, EVs or leasing would be great but not crucial • A valid UK driving licence (not essential)