Customer Engagement Executive – Econsultancy

4 weeks ago

Waterloo, Canada Xeim - Excellence in marketing Full time

Job Title: Customer Engagement Executive

As Econsultancy continues to undergo transformation into a learning provider, driving usage across all enterprise accounts is a top priority for 2024.

Over the past three years, the new product and proposition has evolved, we’ve improved usage data management and analysis. The team of customer engagement managers works in synch with account managers and programme managers to utilise these insights, maximising opportunity and minimising churn risk by engaging with end users and maintaining high usage across all accounts.

You will be a key custodian of revenue retention, showing willingness to contribute to all tasks needed to support the successful sales process and customer experience.

Responsibilities include a combination of administrative support and direct client facing contact, delivering return on investment to our global customer base. The successful candidate must also be a representative ‘voice of the customer’, expected to feed into our content and marketing teams on trends and needs in the market.

Being professional, efficient and well-organised, along with having a can-do attitude will be critical for the successful candidate, who should always be curious about new ways to implement scalable solutions that help us maintain and grow usage.

What you will be doing…

  • Act as pivotal point of contact for end users; to gather knowledge on the user groups, promote the subscription services and identify important contacts within the team that can help to drive engagement.
  • Support administrative processes for our subscriber base including responding to client queries, updating user lists.
  • Proactively reaching out to clients to make them aware of resources that are available as part of the subscription. Be expert on all subscription resources and take the opportunity to point recommended resources based on the client roles/function.
  • Promote subscription events including webinars, Digital Shift and Key Subscriber Events to our key subscribers and team stakeholders to help drive event attendance. Be the end user advocate to ensure that there are delegates at each of these events from our largest subscription accounts.
  • Confidently host in person/webinar sessions or support digital drop-in centres alongside our account management team with our end users to ensure all are fully trained on Econsultancy.
  • Complete monthly on-boarding campaigns for our top tier users to ensure that both year one accounts and any new joiners on the subscription have the opportunity to register for a training webinar.
  • Be proactive in maintaining the account activation rate and follow up directly with any pending invitations to ensure all have onboarded within a month period.
  • Grow account user base by contacting free registered user accounts that can be associated with an unlimited subscription and on-board them accordingly.
  • Working with the content and marketing teams to collate monthly content updates to drive usage for all clients.
  • Set up new account and keep user lists up to date.
  • Troubleshoot inbound enquiries from named subscription accounts.

Account Management Support:

  • Attend regular meetings with account managers to analyse subscription activity and customer success plans. Work with account managers to highlight low activity and potential ‘at risk’ accounts and collaboratively create a plan of action to independently undertake.
  • Update and maintain subscription hub pages with relevant curated content, subscription events and product updates at scheduled dates in line with the customer success plan.
  • Identify growth opportunities and work with Account Management to plan ways to drive client engagement from existing subscribers, inactive subscribers and reaching out to potential new subscribers.
  • Work alongside our account management team to work on ad hoc key projects that will help to support activity around driving end user’s engagement. This may include reaching out to key clients over the phone, collating feedback survey data, creating bespoke presentation decks and reports, curating specific content at request.

What we need from you:

  • Minimum 3 years in a Sales or Client support role
  • Competent in Microsoft word, PowerPoint and Excel with an understanding of basic formulas and pivot tables
  • Client-facing experience with high value customers
  • Confident written and verbal communication, excellent proof-reading skills
  • Organised and able to handle numerous tasks at once
  • Strong attention to detail on administrative tasks
  • Experience in B2B environment
  • Understanding of digital marketing and ecommerce ideal

What we can offer you

  • 25 days holiday, increasing by one day p.a. to a maximum of 30 days for every year served
  • Stunning Waterloo offices with views of the Thames plus complimentary barista coffee / free bar / table tennis tables – the works
  • Complimentary access to accredited training programmes worth thousands of pounds including our Mini MBA
  • Active Diversity and Inclusivity agenda (DICE – Diversity Inclusion, Culture, Engagement)
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