Senior Customer Success Executive

About the role

Senior Customer Success Executive

Our Mission

The organization exists to accelerate the transition to sustainable transport. We achieve this through Electric Car Leasing, providing businesses with a viable alternative to traditional vehicle ownership. The driving philosophy is simple: Greener. Fairer. Future. This mission guides every operational decision and client interaction.

The Opportunity

A specific role is available in London, focused on the operational excellence of the Salary Sacrifice Scheme. The organization seeks an exceptional Senior Customer Success Executive to join the Scheme Delivery team. This position is integral to ensuring B2B clients experience a seamless journey with Octopus EV. The successful candidate will operate with a high degree of autonomy. They will manage day-to-day non-commercial activities while wholly owning strategic initiatives. An informal mentorship of the wider team is a core component of this position.

This role is distinct from previous iterations of service delivery positions. It requires a seasoned B2B professional capable of navigating complex client journeys. The executive will ensure smooth program execution while upholding the highest service standards. They will act as a key point of guidance for employer interactions.

Key Responsibilities

The position involves a diverse range of operational and strategic duties. Orchestrating intake activities for new employer participants is a primary function. This ensures a smooth onboarding experience into the Salary Sacrifice Scheme. Constructing and maintaining operational frameworks is essential for the Octopus EV rollout. These frameworks must support business clients effectively and efficiently.

Reviewing ongoing engagements is critical to confirm adherence to program rules. This ensures client expectations are consistently met and aligned with internal guidelines. The executive will ship successful outcomes by coordinating closely with internal teams. These teams handle various EV solutions and must work in harmony. Partnering with commercial units is necessary to align service delivery with broader organizational objectives.

Guiding colleagues through complex scenarios is a key expectation. This involves utilizing established processes and best practices to find solutions. Supporting knowledge transfer initiatives strengthens team capability across all customer touchpoints. Monitoring feedback channels allows for the surfacing of improvement opportunities. This continuous feedback loop is vital for enhancing employer services.

Required Qualifications

Prospective candidates must bring three years of experience in B2B service roles. This background is necessary to handle intricate client situations. Demonstrated problem-solving skills are required, along with sound judgment. The ability to operate independently within a structured framework is mandatory. Clear communication must be maintained at all times.

Fluency in digital tools is necessary for managing records. Updating status information accurately and promptly is a standard requirement. These technical competencies are non-negotiable for success in the role.

What you'll do

• Orchestrate intake activities for new employer participants to ensure a seamless onboarding experience into the Salary Sacrifice Scheme.
• Construct and maintain operational frameworks essential for the Octopus EV rollout, supporting business clients effectively and efficiently.
• Review ongoing engagements to confirm adherence to program rules and ensure client expectations align with internal guidelines.
• Ship successful outcomes by coordinating closely with internal teams handling various EV solutions to ensure harmonious workflow.
• Partner with commercial units to align service delivery with broader organizational objectives.
• Guide colleagues through complex scenarios by utilizing established processes and best practices to find solutions.
• Support knowledge transfer initiatives to strengthen team capability across all customer touchpoints.
• Monitor feedback channels to surface improvement opportunities, fostering a continuous feedback loop vital for enhancing employer services.

Requirements

• Bring three years of experience in B2B service roles to handle intricate client situations.
• Demonstrate problem-solving skills and sound judgment.
• Operate independently within a structured framework.
• Maintain clear communication at all times.
• Show fluency in digital tools for managing records and updating status information accurately and promptly.

Nice to have

There are no preferred items listed in the source material for this role.

Application Details

The location for this role is London, Great Britain. The engagement is full-time. The compensation package is 75,000 GBP per year. Candidates are advised to Specific application procedures and deadlines are published there. All information provided in this document is sourced directly from the official job description. No additional facts have been added or omitted.