Customer Success Manager

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Customer Success Manager (B2C)

Job Type: Full-time, Office-Based, Monday to Friday, between 8:45 AM - 5:15 PM

Salary: £27,000 - £29,000 p.a. base salary depending on experience

Bonus: Quarterly bonus (capped at 10% of annual base salary)

About Us

WeFlex is at the forefront of the electric vehicle revolution - and our mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt).

We provide ride-hailing drivers with finance to purchase various electric vehicles, from affordable MGs to luxury Mercedes and Teslas. We are growing rapidly (60% YOY, profitable for the last 2 years) and the fleet and customer base are growing with us, with just under 2,000 customers driving cars in our fleet and plans to double this over the next year.

We are a close-knit team of just over 50 dedicated to de-carbonising the world, starting with the taxi industry. We are seeking a dedicated and customer-focused Customer Success Manager (B2C) to join us in this exciting growth stage of our business and help us continue offering world-class customer experience.

Job Overview

As a Customer Success Manager at WeFlex, you will be the main point of contact for our B2C (Business to Consumer) customers. Your job is to make sure our customers are happy, supported, and getting the most out of our services. You will work closely with customers to solve their problems, answer their questions, and help them with their vehicle needs.

Key Responsibilities

• Develop and maintain strong, long-lasting relationships with customers, acting as a trusted account manager to help clients achieve their goals.
• Proactively identify opportunities for customers to maximise their usage driving utilisation.
• Quickly and effectively solve any problems that come up. Collaborate closely with Sales, Payments, and Support teams to deliver seamless customer experiences and resolve any issues that arise.
• Help customers with any issues or questions they have about their vehicle. This could be over the phone, by email, or face-to-face.
• Build strong relationships with our customers. Make sure they feel valued and supported throughout their lease period.
• Help new customers get started with their vehicle and make sure they understand how everything works and feel comfortable with their decision.
• Host regular "WeHelp" events for new and existing customers in the office.
• Keep customers happy so they stay with WeFlex. Reach out to customers regularly to check in and offer any additional support they might need.
• Listen to what our customers are saying. Share their feedback with the team so we can keep improving our services.
• Work to understand the reasons behind customer any customer disatisfaction and to create effective success strategies.
• Support the Retention of our customers.
• Fulfilling any other ad-hoc customer experience tasks as required.

Requirements

We are looking for a candidate with:

• Bubbly, charismatic & friendly personality
• You must have at least 1 year of experience in Business Development Management, Customer Success Management or Team Management.
• You need to be a great communicator, able to explain things clearly and listen to customers' needs.
• Problem-Solving Skills! Be ready to tackle any issues that come up and find the best solutions for our customers.
• Resilience: The ability to stay positive and professional, even when things get tough.
• Confident in building relationship customer relationships
• Excellent organisation and interpersonal skills
• Comfortable with engaging with groups of customers face-to-face
• Proficient in using MS Office (including Excel) and CRM software

Nice-to-have skills/knowledge:

• Knowledge of electric vehicles and the ride-hailing industry
• Previous business development management or customer success management expeirence.

Benefits

• Bonus: Discretionary performance-related bonus scheme in place (capped at 10% annual base salary) following probation, paid quarterly.
  Pension: Statutory pension scheme.
  Holiday: 20 days per year plus bank holidays.

• Make a Difference: Help people get the cars they need to improve their lives and the environment.

• Career Growth: We offer opportunities for you to grow and advance in your career.

• Supportive Team: Join a friendly and supportive team that values your contributions.