Recruitment Assistant

Location
London, UK
Department
People & Culture
Employment type
Permanent / Full-Time
Remote working
On Site / Office
Salary

Role Overview

Vorboss is looking for an experienced Customer Success Manager to be responsible for maintaining relationships and managing project installations for our enterprise and strategic clients. You will act as the main point of contact for all client communications and be a trusted resource for them during and after service. You will identify expansion opportunities and areas of improvement for your accounts and work cross-functionally with Planning and Network teams to ensure seamless service, creating a lifelong customer experience.

Key Responsibilities:

  • Act as the customer champion within the business; we are a customer first organisation!
  • Onboard both new and existing customers and project manage their orders from order placed through to order handover by liaising with planning and networks teams for the ultimate customer journey.
  • Keep customers happy and retained throughout the contract life cycle by checking in and engaging through NPS (Net Promoter Score) and customer health checks.
  • Build the relationship; become a trusted advisor and effectively manage problem solving for your clients.
  • Consistently feedback for continuous improvement, both internally to Vorboss and externally to the client.
  • Keep CRM and other systems up to date.  
  • Track complaints and action solutions.
  • Work across the sales, network and planning teams to ensure smooth and timely delivery of the orders, identifying process improvements and communicating back to clients every step of the way.
  • Host informational sessions about our service and other commercial initiatives as deemed appropriate.
  • Accurately forecast KPI’s and performance metrics like churn rate, health scores and NPS to the wider team.
  • Have full ownership of your account list and keep records up to date.
  • Attend industry events and conferences as needed.
  • Stay up to date with industry trends and communicate potential threats.

Please note that this is not an exhaustive list, and other duties and responsibilities within the scope and grading of the post may arise over time. Due to the fast paced environment, we require flexibility and a can-do attitude.

Skills & Experience:

  • Minimum 5 years' experience in a customer-facing role (Business Development, Sales, or Customer Success).
  • Experience developing and nurturing relationships with C-Suite executives.
  • Relationship driven, consultative professional; we do right by our clients.
  • Comfortable project managing multiple client installation and onboarding several projects.
  • High EQ – we are a fast-growing business and need people who can work in a fluid environment.
  • Project Management certification is a plus.
  • Excellent time management and organisational skills
  • Motivated, self-starter who can work with minimal supervision
  • Professional attitude and problem-solving mentality  
  • Experience with CRM systems like Salesforce and automation tools such as Outreach and HubSpot

We’re committed to fostering a diverse and inclusive team. Vorboss is passionate about encouraging women to join our industry and are ardent supports of the Women in Fibre Initiative (WIFI).

Specific Requirements