Customer Success Executive

At Commify, we're not just a company—we're a globally connected team of innovators who love what we do. As a CPaaS leader with 25 years of groundbreaking experience, we're the force behind over 5 billion customer interactions each year, enabling businesses worldwide to connect via advanced channels like SMS, RCS, and complex mobile journeys.

Our culture is our core strength. Operating across the UK, EMEA, the USA, and Australia, we've fostered a truly diverse and connected environment, earning a consistent 4 out of 5 culture score in our employee engagement surveys. You'll join a vibrant team where your diverse experience makes a daily global impact.

We need talented people to grow a global company where everyone feels proud to belong, have a purpose and do their best to directly shape the digital future.

About The Role:

We’re on the look out for a super-talented Customer Success Executive to join our UK team. Your role will be to provide market-leading customer service, proactively and reactively providing solutions to our customers and anticipating issues prior to them arising. To improve customer satisfaction and retention whilst identifying any opportunities to offer our products to support customers in achieving their business objectives.

Responsibilities:

• Responding to all incoming customer contacts within agreed service levels across multiple brands.
• Taking ownership and being accountable for the resolution of the queries of customers that they interact with to an agreed point of handover.
• Working with the customer to provide best in class onboarding.
• Continually striving for first contact resolution and look for ways to drive down failure/waste demand.
• Actively looking for ways to improve the customer journey and customer experience.
• Understanding the Customer Success Mission and translating that into their day to day activities.
• Using questioning skills and techniques to understand the customers needs and offer a solution appropriately.
• Being able to demonstrate our products to our customers to realise the value of those products.
• Working to a set of KPIs and SLAs and understand what impacts the delivery of these metrics.
• Working to a set of service procedures, policies and standards and calling out where these adversely impact the customer experience.
• Escalating all complaints appropriately.
• Processing leads and opportunities where identified to the Sales Teams.
• Identifying customers who wish to leave the business and escalate these appropriately.
• Interacting with other areas of the business to offer the best solution possible to resolve the customers query.

What You’ll Bring:

Essential

• Excellent verbal and written communication.
• Great resolution skills and ability to be resilient when required.
• Strong experience in either customer services, sales, or success role.
• Be of high aptitude and be proactive.
• Have strong attention to detail.
• Good telephone manner.
• Good people skills with the ability to build up relationships both internally and externally.
• Strong organisational and planning skills.
• Excellent oral and written communication skills.
• Team player and the ability to work effectively under pressure.
• Good knowledge of information technology especially Microsoft Office.

Desirable

• Cross-selling and up-selling experience
• Experience of working within telecoms/technology industries.
  

What We Offer:

(Offerings vary by location but we can guarantee competitive employee benefits)

• Flexible Hybrid working.
• Salary of £25k– £27k per annum (depending on experience).
• Generous 27 days paid leave.
• Enhance family leave.
• Birthday day off.
• Mental Health Support through our Wellbeing partner, Calm.
• Wellbeing leave and a Mental Health First Aider program.
• Giving back days to help support causes close to your heart.
• Unlimited professional & personal learning.
• Total Rewards including, retirement planning, healthcare and life assurance.

• And did we mention our epic team socials? We know how to celebrate in style!