Customer Success Executive
Who are we?
BrightPay by Thesaurus Software recently merged with Relate Accounts. This is an exciting time in BrightPay's journey to deliver a one stop solution for businesses and accountancy firms.
If you want to be part of this journey, apply now to join one of Ireland’s fastest growing companies.
Our Products
Our award-winning products, help small businesses and accountants across Ireland and the UK manage their payroll, accounts and HR practices. We take the headache out of business management and provide cost effective, real solutions to accountants and business owners.
About the role
We are seeking a versatile Customer Success Executive to manage the successful onboarding of our client’s onto our accountancy solution platforms. The Customer Success Executive is our customers primary point of contact and owns the entire onboarding experience. You will guide and support our customers throughout this journey as a subject matter expert and trusted advisor.
You will leverage your passion for customer success, creative problem solving skills, and ability to quickly build strong trusting relationships both internally and externally to provide a world class experience.
You’ll be part of our Customer Support team and work collaboratively with our Sales team to support our clients throughout the implementation process using excellent verbal, communication and organisational skills. You will have a strong personal accountability for results, commitment to teamwork and comfortability with operating in a fast-paced, high-growth environment.
What you’ll do:
- Onboard future clients: Provide a world class experience that’s easy, seamless and enjoyable. Develop strong, metric-based recommendations on key product features that need to be highlighted for customer onboarding.
- Tailor experiences: Provide a client-specific onboarding experience and meet customer needs while achieving key milestones along the way.
- Implement: Lead the implementation phase for new clients, including onboarding project scopes, client expectations, dependencies and timelines.
- Coordinate: With Sales and the wider customer support team to ensure an efficient implementation of our accountancy solution platforms.
- Identify improvement opportunities: Search for ways to better our onboarding experience for all of our product offerings, driving adoption and retention. Give our customers a valuable voice and perspective, providing product feedback and recommendations back to appropriate teams.
- Retention: Create and analyse customer satisfaction surveys, turning the data to metrics and weekly reports. You will drive action plans that increase our customer satisfaction scores.
- Escalations: Take a proactive approach to supporting our escalation queue, responding to customers by phone and email ensuring SLA is achieved.
What you'll need:
This role would suit an individual who is results orientated and target driven.
- A third level qualification, ideally in Accounts or Business Management would be a distinct advantage
- 6 months previous experience onboarding clients to a software platform
- 12 months experience in client services environment
- Organisational skills with proven prioritisation and closure capabilities
- Motivated, self-starter attitude, excellent follow-up skills and a team player mentality
- Ability to deliver within designated timelines
- Passion for problem-solving and ongoing product improvement
- Experience in a customer success, sales or account management role is a plus
- Advanced written and spoken English capabilities
Great Company to Work for
You’ll never work with a company quite like BrightPay. BrightPay is an employee focussed organisation. When it comes to our employees we value:
- Learning and Development: We will support you in growing your career, helping you achieve success. We have a developed in-house Sales Training Academy where you can hone your sales techniques to become a high performer.
- Diversity & Inclusion: Every employee has a voice and an opinion, we want to hear yours. Our weekly Zoom team meetings are a great space to collaborate.
- Employee Engagement: Coming to work must be fun! We promote health and wellbeing as well as great benefits.
Our Benefits include
- Competitive starting salary
- Additional annual leave
- Company pension
- Hybrid working opportunities
- On-site parking
- Free Food & Friday Fry
- Educational Assistance
- Great company social events
- Wellness programmes
- Bike to Work
