This is an exciting opportunity to work for Brandworkz, a successful web development company that implements Brand Management software for clients like Hitachi, Zoetis, MONIN, Dr. Martens, and Gold’s Gym.

We are looking for a candidate passionate about developing their career and working in a business dedicated to providing an outstanding client experience where people are encouraged to take ownership and excel.

The Role

The Client Services Executive position reports to the Head of Client Services and supports the Client Support, Project Management, and Account Management teams.

This role will require independence of thought and action, intelligence, assertiveness, and the flexibility to match and exceed client expectations daily. The successful applicant will get exposure to all sides of the CS department, with the potential for specialization and growth in the future.

The CS team is key to ensuring our clients’ ongoing satisfaction and is the company’s face and voice. The importance of great customer service to our clients is growing, and this role is key in our ability to continue to deliver outstanding service along with our product. By providing service at this level, we aim to minimise client churn and maximise revenue from our client base.

What will you achieve in the next 12 months?

• Develop your Customer Support skills using our ticketing software to resolve client queries.

• Work with our in-house development team to resolve technical issues and software bugs.

• Helped the project managers implement new projects by completing tasks as needed, attending client meetings, and following up with clients.

• Help with Account Management, providing technical support, taking meeting minutes, and following up on actionable tasks.

• You will develop a strong knowledge of our product and apply that knowledge to help our clients and deliver your tasks on time and on budget.

• Engage with clients across various touchpoints, building relationships with key stakeholders on the client side, from junior admins to C-level decision-makers.

• Your valuable contribution to the team will increase client happiness, retention, and upsell numbers.

• After working across the department, you will develop a deep understanding of all aspects of client services. We will work together to help specialize and develop those skills.

• We see this as a role with huge potential for growth, so we are looking for someone who can prove their aptitude in client servicing.

• Help the company in any way possible, for example, by answering phones and organizing social events.

The Person

• A friendly, positive, and calm person able to solve problems in a fast-moving environment.

• Strong organizational, written, and verbal communication skills.

• Ability to communicate complex technical concepts and issues to non-technically minded people.

• Task-orientated personality to ensure tasks and jobs are followed up and completed independently.

• Strong belief in the importance of customer satisfaction.

• Keen interest in the digital environment.

• Willing to adapt and grow in the fluid environment of a small company.

• Work independently using your judgment in the interest of the business.

• You will be able to come to London semi-regularly for team days and client meetings.

Desirable Attributes:

• Experience with InDesign (highly desirable).

• Experience logging incidents with JIRA, Zendesk Freshdesk, and/or Salesforce (desirable).

• Understanding of escalation procedures and SLAs.

• Ability to convert customer-reported issues to a specific set of steps that the internal development team can reproduce.

• A good technical understanding of Internet technologies (CMS/HTML etc…)

• Experience in new media or brand management.