Customer Success Executive

Remote (occasional attendance to Reading or Caton office)

What it's like to work at Landmark:

At Landmark, you'll find a friendly, dynamic, and supportive team that values bold ideas, big dreams, and active curiosity. We foster a culture of innovation, encouraging everyone to contribute to the development and direction of our products and services, while continuously seeking new and efficient ways to work.

Collaboration and sociability are at the heart of what we do, and we take pride in coming together to achieve great things.

We offer a range of benefits to support your well-being and career growth, including:

• Competitive Salary
• Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year
• Annual Lifestyle Allowance: £300 to spend on an activity of your choice
• Pension Scheme: Matched up to 6% for the first 3 years, and up to 10% thereafter
• Private Health Insurance: Provided by Vitality
• Group Income Protection Scheme
• Charitable Fundraising: Matched funding for your efforts
• Cycle to Work and Gym Flex Schemes
• Internal Coaching and Mentoring: Available throughout your time with us
• Training and Career Progression: A strong focus on your development
• Family-Friendly Policies
• Free Parking

Join us at Landmark and be part of a team that supports your ambitions and growth, both personally and professionally.

The Opportunity

This role sits within our Estate Agency Services division of Landmark, where our team are dedicated to serving thousands of estate and letting agency clients. Our goal is to enable our clients to process property transactions with greater certainty and less risk by using our services.

As a Customer Success Executive you will be the owner of an allocated group of clients. You will be their named point of contact to provide day-to-day assistance, keeping them engaged with Landmark and building successful long-term partnerships.

You will be responsible for the retention of your client allocation, with an eagerness to increase their revenue value by introducing other Landmark products, while identifying risks and making action plans on a per account basis. You will also play a key role onboarding new clients and have a regular need to provide training to both new and established clients.

The role is remote, but with a requirement to be able to attend either of our Reading or Caton offices occasionally.

The role will involve, but will not be limited to:

• Be the direct point of contact to your allocated clients, process inbound calls and emails in a proficient manner with ensured comprehension.
• To play a key role in the customer onboarding process; delivering the necessary training, advice, and support to maximise the customer's usage and positive experience.
• Write and revise customer success plans to measure the success of each individual customer on an ongoing basis.
• Identify cross-sell and up-sell opportunities of Landmark products/services, creating lead referrals for the Sales Team
• To keep regular contact with allocated clients – at least on a 6 monthly basis to ensure the experience of your clients is positive and their expectations are met/exceeded.
• Regularly monitor client volumes to enable the company to quickly identify clients who have ceased or significantly reduced instruction levels (at risk). To learn and understand the reasons for change and create action plans to protect our business, retain these clients, with management support where required.
• To carry out promotional exercises and additional product penetration exercises as may be required from time to time, recording results and providing feedback to management in the required format.
• Identify challenges, opportunities and patterns from your customer interactions, sharing your learning and ideas so we can enhance our customer experience

About You

You will have previous frontline customer service experience with a genuine commitment to quality customer service, experience and satisfaction.

You will also have/be:

• Excellent oral and written communication skills
• Professional telephone manner
• Ability to maintain a calm, professional approach when dealing with difficult customers
• Able to meet targets and deadlines to the agreed quality and timeframes
• Takes pride and ownership in their work and responsibilities
• Good scheduling skills, with the ability to organise, prioritise, plan and follow-through on multiple concurrent tasks
• Knowledge of basic Windows tools (especially MS Office) and Internet technologies – specifically email clients, web browsers and web-based search engines

About Us

Landmark Information Group holds a wide portfolio of market leading Prop-Tech (property technology) businesses that span an incredible range of markets and technology platforms across the sector. We are at the forefront of innovation and thought leadership in the property industry, being a supplier of national property-related data.

We deliver award-winning solutions to estate agency, conveyancing, surveying, lender valuations, land asset management, environmental consultancy, and Government markets. This is a chance to join the business as we make major steps forward in leveraging the latest cloud and large-scale technologies to start bringing together the entire market to a unified platform.

We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.