Customer Success Specialist

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.

We are in a period of focused internal investment, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!

The Role
Hours: Monday-Thursday 12pm-9pm, Friday 9am-5:30pm
Location: Fleet, Hampshire
Working Pattern: Hybrid – 3 days per week on site

As a Customer Success Specialist, your focus will be on retaining and nurturing existing clients, delivering excellent customer service, and identifying opportunities to upsell our products and services!

What your day will look like:

• Manage a portfolio of customers accounts, maintaining regular contact and assisting with queries about CV-Library products
• Review customer activity to offer helpful guidance and ensure they get the most from our products and services
• Highlight any potential upsell opportunities to the sales team
• Support customers through onboarding, providing training, support and direction where needed
• Driving product adoption; regularly reviewing usage and identifying ways to improve product usage
• Handle customer queries promptly and professionally, meeting agreed KPIs
• Manage multiple tasks effectively while keeping the customer experience central to your work
• Work closely with internal teams, especially Sales, to help build positive, long-lasting client relationships

What we’re looking for:

• Previous customer service experience in a professional, fast-paced environment, with a proven track record working towards targets or deadlines
• A positive attitude with the ability to have engaging conversations and to communicate with empathy, integrity and confidence
• Clear and effective communication skills with customers and colleagues
• Confident problem-solving skills and ability to resolve customer issues
• Data-driven and the ability to provide actionable insights to aid client performance
• Able to multi-task and prioritise effectively, with a high level of attention to detail
• IT literate, including MS office with the ability to navigate multiple systems competently, with ease

We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements. Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.