We are seeking a highly organised and motivated Customer Success Executive to join our dynamic events and training team. The ideal candidate will have great business development, communication and customer service skills. You will be part of the Commercial Team, selling delegate places to private and public sector professionals from across the UK and beyond. You will play a pivotal role in driving business growth by identifying new leads, managing inbound and outbound outreach efforts, and supporting the development of the conferences division.
The Knowledge Exchange Group produces timely conferences, public policy briefings, interactive workshops and practical training across 3 brands – Westminsterinsight.com, policyinsight.wales and holyroodinsight.com
The right candidate will have a good attitude and a desire to learn and develop within the role.
Reporting to: Commercial Director
Hours: Full time role – 35 hours per week (09:00 – 17:00)
Location: Remote with occasional office visits
Salary: £25,000 plus uncapped commission
Key Responsibilities:
- Manage incoming conference sales from initial enquiries through to booking and payment.
- Conduct outbound calls to prospective conference delegates.
- Research and identify potential leads using various tools (e.g., LinkedIn, ‘basket abandonments’, e-mail outreach, CRM, industry reports, past attendees).
- Present and explain the benefits of attending the conferences to potential clients in a clear and compelling manner.
- Work collaboratively to prepare sales materials and to create effective and compelling outbound e-mail content.
- Maintain accurate records of customer interactions and sales activities in our CRM system.
- Follow up on leads and conduct follow-up calls to nurture relationships.
- A positive attitude to provide excellent customer service and support throughout the sales process.
- Troubleshoot customer inquiries and provide solutions.
- Handle administrative tasks such as processing payments, and inputting bookings on the system.
- Collaborate with the wider sales team to develop lead nurturing strategies and increase conversion rates.
- Work closely with the marketing and production teams and feedback on customer pain points and areas of interest to develop content that attracts and engages potential leads.
- Monitor and analyse the effectiveness of lead generation campaigns, reporting on key metrics and performance.
- Stay updated on industry trends, competitor activities, and customer needs.
- Serve as the main point of contact for assigned clients, ensuring effective communication and timely responses to inquiries.
- Develop and maintain strong, long-lasting relationships with clients by understanding their business goals and needs.
Skills, Experience, and Attributes:
- Proven experience in telemarketing or sales, preferably in conferences and training setting.
- Strong commercial skills.
- Ability to build rapport and establish trust with potential customers.
- Good written and verbal communication skills, good telephone manner.
- Good attention to detail.
- Excellent interpersonal and negotiation skills.
- Strong time management skills and the ability to prioritise tasks effectively.
- Proficient in MS Office and CRM systems.
- Goal-oriented with a passion for driving results and improving conversion rates.
- Excellent interpersonal skills and a customer-centric attitude.
- Self-motivated and results-driven with the ability to work independently and within a team.
- High level of integrity and professionalism.
Benefits:
- 23 days’ annual holiday entitlement rising to 25 after 2 years continuous service and 28 days after 3 years (carry over up to 3 days)
- Bonus scheme
- Company pension scheme
- Flexible working/hybrid
- Dynamic and agile team
