Customer Success Executive Apprentice

This role is designed to support our Customer Success team in improving efficiency and enhancing customer satisfaction. You will be responsible for triaging technical support queries, helping customers get set up with coaching, managing diaries, and identifying opportunities for upselling and retention. You will also work closely with marketing to develop case studies and testimonials.

Key Responsibilities:

Triage Tech Support: Handle initial support queries, determining the level of assistance required before escalation. Customer Onboarding & Coaching Calls: Contact existing customers to schedule coaching sessions for CSM and ensure they are set up for success. Diary Management: Manage calendars and appointments for CSM, ensuring efficient scheduling. Legacy Calls: Reach out to previous customers to explore re-engagement opportunities. Increase Contact Points: Identify opportunities for customer engagement through proactive outreach. Content Support: Free up CSM time for coaching, and for the creation of training videos and other resources, by managing additional tasks. Customer Health Monitoring: Track customer engagement, usage metrics, and health scores to pre-emptively address concerns. CRM Management: Maintain up-to-date records of customer interactions in our CRM system. Marketing Collaboration: Work with marketing to gather testimonials and develop case studies to showcase customer success stories.

Training:
Next Level will work closely with you to complete your Level 3 Customer Service Apprenticeship. We can hire apprentices at any time and hold regular workshops for those on the course. These workshops are delivered on a one-to-one basis with a dedicated tutor.

During this 15-month apprenticeship, you will work alongside a dedicated team member, mirroring them and assisting where necessary.

You will also undergo on-the-job training to better understand your daily tasks, including research and written projects. All on-the-job training will take place in-house, weekly, within your set working hours. You will get specific 1-2-1 tutoring and regular reviews between your tutor, manager and yourself to ensure you are meeting deadlines and staying on top of your work. If required, we can also provide Functional Skills in maths and English throughout your apprenticeship.

Training Outcome:
We would be looking to keep successful apprentices employed within HBXL, with the potential for completing further apprenticeships to increase your skills.  If staying on with HBXL is separate from your career journey, there will be many other options you could explore with your qualification. Your practical skills learnt during this apprenticeship may be transferrable elsewhere.

Employer Description:
HBXL is a UK building software and development company that supplies builders, developers, architects and tradespeople with software for smarter working. Pioneers of award-winning estimating software, EstimatorXpress, HBXL now offer a range of software to help with all aspects of domestic building. CAD plan drawing software, PlansXpress creates architect quality plans that can be used for building regulations and planning permission and ContractsXpert produces comprehensive and legally binding building contracts. Health & Safety Xpert assesses job risks and produces all the relevant paperwork to implement on site and ProjectXpert helps with all aspects of managing the job, from start to finish. Software support comes as standard and ongoing product development is at the heart of what makes HBXL so good at what they do.

Working Hours :
Monday - Friday 09:00 - 17:00 (30-minute lunch break).

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Patience,Trustworthiness,Outbound Calls,Sales