Customer Success Executive, NQC
Onboarding & Enablement
More information about location
Risk and compliance management for global supply chains
Open for applications
Risk and compliance management for global supply chains
101-200 employees
Open for applications
More information about location
101-200 employees
Company mission
To deliver full visibility, defensible compliance, and actionable insights across every tier of your supply chain.
Role
Who you are
- Experience managing a high volume of stakeholders (internal or external) and a track record of delivering professional, clear communications
- Proven experience in a B2B Customer Success, Account Management, or Technical Support role within a SaaS environment
- Demonstrated experience working within structured workflows (e.g., following an onboarding playbook or a ticket escalation process)
- Excellent interpersonal skills with people at all levels
- Previous experience using a CRM (ideally HubSpot) to manage customer data, tasks, and reporting
- Additional language skills are highly desirable
- Is consistently motivated, committed and able to perform duties in all situations
- Communicates and receives ideas, views and information to achieve understanding
- Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour
- Plans and prioritises activities and resources to maximise performance and minimise errors
- Thinks creatively and embraces opportunities for change
- Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues
What the job involves
- The Customer Success Executive is the operational heartbeat of the Customer Success team
- The CSE has a shared responsibility to proactively maintain and develop lasting and strategic customer relationships and ensure the successful delivery of NQC services into our customer accounts
- While all CSEs share a core set of responsibilities to ensure team-wide contingency, each executive is assigned a primary functional focus (Onboarding, Adoption, or Operations) to drive departmental excellence
- As a Customer Success Executive, you are expected to undertake the following core responsibilities as part of your day to day activities:
- Maintain a working knowledge of all CSE areas of responsibility to provide seamless backup and contingency for team members during absences
- Assist CSMs and senior stakeholders in the preparation for Quarterly Business Reviews (QBRs) and high-stakes client meetings
- Proactively identify areas for process improvement within the CS function to support the team’s scalability goals
- Any other ad-hoc duties as assigned
- While this job description covers three core areas of our department, successful candidates will be assigned to one specific focus area based on their skill set and the current needs of the business
- You will spend approximately 80% of your time dedicated to your primary focus
- Focus A: Onboarding & Enablement:
- Lead the end-to-end onboarding journey for new and existing clients, ensuring rapid time-to-value and successful platform adoption
- Own and maintain the library of digital training assets, videos, and self-service guides to facilitate a scalable, "low-touch" client experience
- Co-create and deliver high-impact webinars and training sessions for new and existing clients,
- Drive the key performance indicators (KPIs) associated with onboarding speed, training completion rates, and initial value realisation
- Focus B: Product Adoption & Usage:
- Monitor and analyse customer activity and campaign results to ensure clients are maximising the value of NQC products
- Bridge the gap between customers and internal Product/Marketing teams by providing data-backed insights into feature requests and platform performance
- Work closely with CSMs to interpret usage health scores and identify opportunities for deeper product integration
- To interact closely with the NQC Service Delivery team, to gather, monitor and analyse campaign performance data and ongoing campaign strategy on a weekly basis through the duration of a client campaign
- Focus C: Quality & Operations:
- Support the wider CS team by managing day-to-day operations, including the triage and escalation of customer support tickets
- Act as the custodian of the CRM (HubSpot), ensuring data is clean, accurate, and reflects the true state of the customer relationship
- Develop and maintain internal reports and dashboards to provide the CSM team with actionable data insights and performance visibility
- Manage the customer feedback and satisfaction (CSAT/NPS) processes to ensure service levels remain high across the department
Our take
Supply chains are more complex today than they’ve ever been, so managing transport, warehouse stock, compliance and deliveries requires a multitude of tech layers. NQC helps supply chain and logistics companies with its supply chain mapping and due diligence platform SUPPLIERASSURANCE.
Trusted by leading manufacturers, SUPPLIERASSURANCE helps its customers through advanced analytics software, uncovering hidden risks and strengthening the resilience of each unique supply chain ecosystem. Innovative tech and human expertise converge through expert data feeds and supplier-led assessments, meaning that manufacturers can maintain the highest level of compliance standards, whilst simultaneously advancing their business goals.
NQC’s high-calibre clients attest to its rigour and effectiveness. It also has an extensive product range, including AI for supply chain risk assessment, mapping tools for logistics and ESG data streamlining. As a bundle, these products cover all bases, whilst individually tackling the specific needs of manufacturers the world over. With previous contracts with the UK government, NQC is well-equipped to meet the fast-moving and complex supply chain compliance landscape head on.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Life Assurance: Four times your salary for your beneficiaries.
- Employee Assistance Programme: Entitlement to 8 counselling sessions per year with 24-hour support and advice to support you through everyday issues.
- Health Cash Plan: Auto-enrolment onto our Health Cash Plan covering your everyday health and wellbeing needs.
- Discounted Perks: Access to a wide range of deals and discounts from the biggest brands, allowign you to shop and save all year round.
- Learning & Development: Two hours per week allocated for additional upskilling through the online platform Udemy.
- Private Pension Scheme: Employer contribution is at 3% for the first two years which then increases to 5%.
- Annual Leave (increasing with service): 25 days of annual leave when you first join to be increased through years of service, up to 30 days.
- Social and Events: Events throughout the year to celebrate the hard work of our employees. In the past we have visited Cork, barcelona and Amsterdam!
Company HQ
Ancoats, Manchester, UK
Leadership
Claire Russell
(Director)Previously studied at the University of Hull.
Charles Morrison
(Managing Director)Previously studied IT Management at the University of Salford.
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