Customer Success Executive

at  Gumtree Motors

Motors, is the ultimate destination for car enthusiasts and buyers alike! As a leader in the market, we pride ourselves on providing unparalleled search tools, expert car guides, insightful reviews, and a comprehensive vehicle price guide. Our mission is simple: to empower buyers to find their perfect car efficiently and with confidence, while also helping automotive retailers reach millions of eager buyers.
At Motors, you’ll be part of a team that’s revolutionizing the way people buy and sell cars. Our innovative advertising opportunities not only elevate our platform but also extend across a vast dealer advertising ecosystem, including automotive giants like eBay and Gumtree. If you’re ready to drive your career forward in a dynamic, fast-paced environment, Motors is the place for you. Join us and be a part of shaping the future of automotive retail!
Reports To: Customer Success Manager
Contract Type: Permanent
Location: Richmond UK, Hybrid (2days office based)

WHAT ARE WE LOOKING FOR?

We’re looking for an empathetic, patient, customer-focused, commercially minded individual with strong technical abilities who displays the following attributes;

• Driven and highly motivated to ensure customer loyalty and satisfaction
• A passion for speaking to new people and building relationships
• A proactive approach
• Great communication skills – Excellent written and spoken communication
• A solution-orientated approach to problems
• A highly organised approach to your work
• A customer-first approach

ABOUT THE ROLE:

As a Customer Success Executive, you will be a supportive partner for our customers at every stage of the buying process. Focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer queries, and helping the sales team with upsells and renewals. Adopting a customer-first strategy, the customer success team own end-to-end management of customer queries and complaints and provide product performance and best practices to our car dealers.

KEY RESPONSIBILITIES WILL INCLUDE:

• Developing customer relationships to promote growth and retention, delivering outstanding customer service.
• Send and follow up on insights, news- letters etc. Including product updates, and facilitate training for existing customers.
• Champion and promote the brand and products in an effective manner
• Educate dealers on performance to reinforce value
• Work closely with customers to ensure customer satisfaction, utilisation of product and timely resolution on queries.
• Case management. Work with internal departments to fix technical queries. Keep the customer informed of progress and completion, always ensuring customer satisfaction.
• In-depth knowledge of all internal administrative and operational systems and processes
• Well-informed of industry insights and competitors
• First line support for multichannel contact, inbound emails and calls, outbound calls and sales leads in line with internal SLA’s and KPI’s
• Support with ad hoc projects where necessary
• Support sales by identifying commercial opportunities and threats
• Be the voice of the customer, feedback internally customer sentiment