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Customer Success Executive

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Job Summary
IRIS Software are currently seeking a Telemarketing Executive for our Manchester office. The successful applicant will proactively contact SME prospects as directed, promote the Iris brand in a professional manner, generate and secure quality, qualified appointments for the New Business Sales and Webex teams, and build a pipeline of opportunities to secure future sales and growth for the SME team.
Main Responsibilities
Undertake outbound telemarketing activity with SME prospects as directed 
Undertake inbound telemarketing activity with SME prospects as directed 
Book quality, qualified appointments with prospects to secure the future success of the SME business team 
Meet and exceed sales revenue targets inline with agreed Key Performance Indicators (KPI’s) as directed by the SME Telemarketing Team Manager 
Build, manage and maintain a pipeline of opportunities To identify cross-selling opportunities and referrals for other areas of the IRIS business 
Continually update and cleanse the prospect database with key marketing and competitor information as directed
Key Relationships
SME Prospects 
SME Telesales Team 
SME Telemarketing Manager 
SME Tele-business Manager 
Qualifications
• Preferably educated to Degree level 
• Good standard of English and Maths
Experience
Proven telesales/telemarketing experience 
B2B sales experience 
Cold Calling experience to senior management FD’s, MD’s 
Previous Sales Training: i.e. open questions, call handling, overcoming objections, persuasion skills etc. 
Pipeline management
Competencies
Client & customer focus 
Continual improvement 
Performance focus 
Innovation 
Expert knowledge 
Technical professional expertise 
Confidence & Communication 
Managing Self 

Job Summary

KashFlow is a fast growing part of the IRIS Cloud division based in London, providing easy to use, web-based accounting software for small businesses. We are recruiting a Customer Success Executive to join our busy team.
As a Customer Success Executive you will responsible for contacting and following up on potential customers who have signed up for a free trial of KashFlow online accounting software. You will be there to support and guide them, answering queries on the product and help new users in setting up with a view of converting them into a paid customer.Dealing with a wide range of different users with diverse questions, you will pick up and learn the software quickly. You will be comfortable thinking on your feet and reacting to anything and everything that comes your way.You will be given support however you will need confidence as well as patience to succeed in this role.

Main Responsibilities

 

  • To provide effective and efficient support to customers, understanding their needs and requirements, working towards converting to a paying customer.
  • To recognise and act upon all retention opportunities
  • To meet KPI’s set by the department manager as well as work with department SLA’s at all times
  • To demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognising the importance and benefits of effective team working
  • Deliver customer service in line with ‘best practice’. Ensure compliance to relevant policies

    

 Key Relationships

 

  • KashFlow Customers
  • Customer Success Team
  • KashFlow Sales and Marketing team

 

 

Qualifications

 

  • GSCE grades of C or above in Math’s and English
  • Excellent Standard of Written and spoken English
  • Must be computer literate and have a good technical understanding
  • A basic understanding of bookkeeping and accounting

 

 

 

 

 Experience

 

  • Excellent Telephone and customer support skills, ability to provide excellent support as well as identifying sales conversion opportunities
  • A competent understand of Customer Retention
  • A conscientious, flexible and ‘can do’ working style
  • Excellent standard of spoken and written English. Ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments
  • Confidence to recognise and convert deal with difficult situations and to know when appropriate to seek guidance from line manager
  • Proven drive and enthusiasm for delivering a very high level of customer service/satisfaction
  • Good team working skills and ability to work with minimal supervision
  • Proven desire to update product knowledge and skill set where required 

 

 Competencies

 

  • Communication Skills
  • Technical Competence
  • Support/Sales orientation
  • Commercial Acumen
 

 

 

 

 

 

 

Apply here

Closing date:
15 Aug 2014

Location:
London

Salary:
On application

Reference No.:
KF1013

Position type:
Permanent

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