Location: Oxford OX1 1XX (hybrid working option available)
Salary: £25,000 – £27,000 per year, dependent on experience (with a 6-month probationary period)
Bonus: Quarterly
Contract: Full time, Permanent, 37.5 hours per week
Global Water Intelligence (GWI) is the world’s leading intelligence service on the global water industry. With our business growing, and the way we interact with our clients evolving, we’re looking for an ambitious Customer Success Executive to join our team.
Our business is based on being a trusted interface between our clients and their markets, and we are proud to lead the industry with our interactive data platforms, high value journalism and conferences. We take pride in our commitment to supporting clients, ensuring that we maximise the value they derive from our products through training sessions and providing dedicated support.
Joining Customer Success at GWI means playing a crucial role in that commitment to maximising product value. As a Customer Success Executive, you’ll focus on optimising client touchpoints with our flagship GWI WaterData market intelligence platform, our innovative GWI Network membership model and industry-specific platforms such as UltraPure Microelectronics.
We’ll teach you everything you need to know about the industry so that you, supported by our excellent Customer Success and Sales teams, can take the lead on empowering clients to use our products to their fullest. You’ll develop a nuanced understanding of how clients engage with our products and play a key role in driving internal improvement by reporting on usage analytics and identifying patterns in the customer journey.
If you’re an analytical thinker who’s ready to grow quickly in an entrepreneurial environment, where you can take on real responsibility and shape the direction of our customer-facing services, we want to hear from you.
Requirements
We welcome applications from candidates who are just beginning their careers, as well as those who already have experience. If you’re passionate in what you do and keen to grow, we’ll teach you everything you need to succeed at GWI.
The successful Customer Success Executive will have:
• Good verbal and written communications skills
• Professional attitude and excellent telephone communication skills
• Strong customer service and listening skills
• Good computer literacy skills
• Be enthusiastic and dependable
• Effective time management
• Analytical and presentation skills
• University degree preferred but not essential
Responsibilities
Working closely with the Sales and Customer Success teams, you’ll help maintain our existing subscriber base by offering training and support to all our subscribers, answer customer queries regarding our data and services, report on usage analytics and identify patterns in the customer journey. Your responsibilities will include:
• Training and supporting existing subscribers on our different products
• Understanding the platforms to a high level in order to answer queries about the data and analysis we provide
• Communicating customer feedback between internal teams (ex. Content, marketing)
• Analysing usage data to produce reports for both client and internal use
• Analysing user behaviour to map out the customer journey
Benefits
• We are global: Our market is totally international, and we need to reflect that. We travel a lot and around 40% of our staff don’t come from the UK.
• We work for each other: We do work hard, but not out of fear or greed. It is because we care for each other, and it lightens the load of everyone if we all pull together.
• We balance the commercial with the idealistic: We are passionately committed to addressing the world’s water challenges, but we can only do what we do because we are a profitable business.
• GWI employees are enrolled on a company pension plan and receive a holiday allowance of 25 days per year (pro rata). The successful candidate will have the opportunity to attend relevant training courses and conferences to develop within the role.
Applicant instructions:
Please submit a CV and a covering letter to recruitment@globalwaterintel.com explaining in fewer than 200 words why you are applying for the job and what you think you can contribute to us that would make a real difference.
The closing date for applications 10th March 2022.
We encourage you to apply early, as we may close the vacancy if we receive sufficient applications.
We will not consider any CVs sent without covering letters, or applications with generic covering letters not tailored to the vacancy.
Please note that due to the high volume of applications we receive, we are unable to offer feedback on any applications not carried through to the interview stage.
