Customer Service

Overview of Role
The Customer Success Executive role is a vital part of the commercial organisation and will work closely on User Support as well as select sales and account management activities and onboard small new business accounts.
You will provide day-to-day support for all users of Peach SaaS platforms and products. With a customer centric focus you will also engage and empower clients to maximise the benefits and experience of Peach while encouraging self-serve.
Liaising closely with various advertising stakeholders such as Creative Agencies, Media Agencies and Post Houses, as well as Broadcasters and Publishers you will provide excellent and measurable levels of Customer Success to ensure a high level of user experience to increase customer retention.
Responsibilities and key tasks
First line support for users of Peach SaaS products and services
Responsible for providing service to inbound customer inquiries that are service-related by providing information and solutions as well as troubleshooting
Receives and processes inbound queries from clients via telephone, email and online chat function
Encourages and enables customer to self-serve
Availability to work different shifts and on-call as required by the business
Maintain issue ownership, working through problem resolution, ensuring timely communication with the customers
Ensure issues are escalated to other technical departments in a timely manner as and when required
Real time monitoring of deliveries to broadcasters/publisher via Peach’s digital network ensure all deliveries complete successfully and within SLA
Provide Quality Control Check of digital files supplied by Clients
Liaise closely with Sales, Admin and Platform Support
Assist with select Sales tasks as required
Onboarding of small new business accounts
Account management of all accounts between £1500- £4999 in value

Essential Skills
You will need to be fluent in Swedish and English
Fluency in Italian is not essential but highly desirable
The successful Customer Success Executive needs to demonstrate a passion for technology and thrive on interacting with customers
Excellent support and troubleshooting skills
Strong interpersonal and communication skills
Ability to quickly build excellent relationships with managers, staff and external customers
Can do attitude and an ability to work under pressure
Strong numeracy skills
Highly organised, detail oriented and proactive
Team player
Strong IT literacy, including Google Suite
Understanding the business focus and requirements

Preferred Experience
Media Communication Degree or similar experience or background
Experience of delivering Customer Success for SaaS service in a technology setting
Experience of the advertising/media industry