As a Customer Lifecycle Executive at CyberSmart, you'll play a crucial administrative role within the Customer Experience team. You'll support our customers in effectively using our products and collaborate closely with the sales team to enhance their interactions and overall experience.

Responsibilities

Customer Relationship Management:

• Manage post-sales relationships with customers and partners.
• Conduct regular health checks using churn indicators and proactively reach out during the customer lifecycle.
• Assist customers by providing training, insights, and identifying opportunities for upselling.
• Share revenue-related insights with key stakeholders.

Churn Prevention and Retention:

• Address indicators of churn and aim to minimise churn risks.
• Respond to customer queries and concerns, escalating technical issues to support experts.
• Contact customers at risk of churn through our designated 'churn' channel.
• Capture reasons for customer departures to identify trends for future prevention.

Administrative Support:

• Perform administrative tasks related to customer accounts and profiles.
• Coordinate follow-ups with Partner Account Managers and Distributors.
• Manage Cyber Essentials Plus+ audits, audit reports, and software installations.
• Handle booking amendments, cancellations, and scheduling of retain calls.
• Process billing requests and handle customer support tickets.
• Contribute to the Knowledge Base by creating and updating articles.
• Generate and analyse reports using Salesforce.

Sales Team Assistance:

• Assist in partner survey-based administration.
• Support distributors and channel partners with evaluating and onboarding
• Coordinate lifecycle administration for direct customers.
• Facilitate the creation of new partners.
• Handle Salesforce-related tasks and follow up on billing inquiries.

• Experience in administrative roles, ideally within a SaaS business.
• Ability to analyse and address customer concerns while aligning with our products.
• Appreciation for diversity and inclusivity within the workplace.

To apply for the role

Please submit your CV and a cover letter outlining your interest in the position. Feel free to share any additional materials that demonstrate your suitability for the role.

Diversity

We want everyone to feel that they can be their true, authentic selves at CyberSmart. We foster a workplace free from discrimination, and strongly believe that diversity of background, experience, and vision will lead to a better environment for our employees, customers and partners. This is something we value deeply.

We believe that diversity strengthens and enriches who we are, and it is important to us that our team reflects every aspect of our world and we, therefore, encourage applicants from all backgrounds.

Any disabled applicants who meet the minimum requirements of the job as set out in the job description will be guaranteed an interview if requesting to be considered under this scheme. If there’s anything we can do to make our interview process or working environment more inclusive and to meet your particular needs please let us know.

Our office in Second Home, Shoreditch, has full wheelchair access. There are designated areas for breastfeeding and to observe prayer, and if the hustle and bustle of a busy office environment is not for you, you can hide away in one of the many quiet, soundproof hubs dotted around the office.

• A competitive salary
• 25 days holiday plus all UK Bank Holidays
• Employee equity options
• Pension Scheme
• Access to Perks: discounts that save you money in the places you shop the most
• Learning and personal development annual grant (£2,000)
• Flexible working hours and working from home
• Regular team breakfasts and lunches
• Full access to our Mental Health & Wellbeing Network, Spill
• Monthly fun activities, chosen by the team, that are not based around the pub!
• A great, friendly team, who work to support each other
• Beautiful workspace in Shoreditch- flooded with natural light, filled with plants, free tea and (good) coffee
• The latest Apple technology to keep you productive. Our office has dual-screen workstations and for home working, we will support you with the necessary equipment to be your best