Responsibilities:
* Manage a large digital book of clients, providing value through scalable digital touchpoints such as automated emails, digital check-ins, and system notifications.
* Oversee digital onboarding for new clients, ensuring accounts are set up correctly and customers have the resources needed to succeed.
* Monitor product usage, license allocation, and adoption metrics via Gainsight to identify underutilization or at-risk accounts.
* Proactively contact clients via email to share insights, optimization tips, and best practices to help them get the most from their subscription.
* Deliver digital Service Value Reviews (SVRs) and regular communications about new features, product updates, or business news.
* Handle most customer interactions via email, with occasional phone or virtual meetings when required.
* Manage hardware orders, replacements, and decommissioning requests, ensuring all Service Level Agreements (SLAs) are achieved.
* Collaborate closely with internal teams
* Track and follow up on requests or escalations, coordinating with internal teams to maintain SLA compliance.
Experience Required:
* 2 Years + Account Management, implementation, onboarding.
* Project Support or customer success experience
* Experience using salesforce or similar CRM software.
* Google suite product is desirable
* Demonstrate the ability to be customer-centric and details oriented.
* Excellent communication skills both verbal and written.
* Highly organized and process driven. Resourceful and collaborative while balancing multiple priorities.
This role offers some remote working
Salary description
£135.00 - £135.00 per day