Client Success Executive – Role Available

Location: Hybrid (Split between home and Meadowhall office) 

Hours: Full-time, permanent

Salary: £22,000

We are HS Direct (part of the Citation Group of companies) – one of the UK’s largest providers of Health and Safety, HR, Employment Law and ISO Services to businesses. We are leaders, not empire builders and we love our business. 

We have always believed in hiring awesome people and treating them right. We’ve grown in size in the past few years and plan to continue with your help. We care about our colleagues and culture. We’re not interested in hierarchy or politics,  just getting things done and enabling people to be their brilliant selves.

The Role 

As we continue to grow, there are more exciting opportunities at HS Direct and we’re looking for a Client Success Executive to join our Client Relations Team.

Working with our Head of Client Relations you will support the creation, evolution, and delivery of engagement strategies with clients, to develop a professional relationship through the provision of product and operation services, training and client services. 

 The person

You will be a clear communicator with strong organisational skills who is self-motivated and inspires confidence. You will achieve your goals through involving and working with others, within and outside of the team, respecting their views and always acting within HS Direct’s values.

Working remotely at times, strong computer-based technical skills are essential for the efficient use of software and systems facilitating client support.

Key responsibilities include: 

• Onboard new clients
• Develop healthy customer relationships, from inception through to renewal
• Evaluate and analyse client needs
• Build trust and transparency with clients 
• Monitor, measure and map the client journey
• Train and educate clients on the different HSD products ensuring the best customer experience
• Act as a client advocate
• Encourage clients to upgrade and take on new products during their first-year lifecycle
• Promote client loyalty
• Regularly liaise with key stakeholders and colleagues in all departments to ensure seamless delivery and facilitate the early resolution of client issues where necessary
• Take ownership and deliver against our Year 1 Retention goals / KPIs
• Maintain an understanding of the client’s needs and reasons they chose HS Direct
• Keep record of client interactions