Customer Success Associate

Customer Success Associate (Desk-Based)

We are looking for a motivated, organised and customer-focused individual to join our Customer Success team as a Customer Success Associate. This is an entry-level, desk-based role supporting our Customer Success Managers across our Contact Centre as a Service (CCaaS) customer base, taking ownership of much of the administration, reporting and collateral that keeps our customer engagement running smoothly.

It is also a genuine development role. You will learn our core CCaaS technologies, Genesys and ElasticCX, alongside the relationship, commercial and presentation skills needed to grow into a fully-fledged Customer Success Manager.

What does the role involve?

Supporting the Customer Success team

• Work with the Customer Success Managers to create and maintain account engagement materials, including Monthly and Quarterly Business Reviews and Customer Success Plans.
• Partner with the Customer Success Managers to shape and develop value-led Customer Success Plans and ROI frameworks, translating customer objectives and strategic business drivers into measurable outcomes that demonstrate the ongoing value and return on investment of their CCaaS solution.
• Collect and collate customer adoption, usage and financial data to support account reviews and reporting.
• Develop and maintain templates and success collateral for use across the wider Customer Success team and with customers.
• Ensure all materials and engagements meet the standards and quality set out in our Customer Success methodology and vision.

Customer Engagement

• Plan, coordinate and manage customer engagement activity, such as user forums, webinars and other key events, across both our Genesys and ElasticCX customer bases.
• Develop and own proactive customer engagement materials, such as forward roadmap views and feature highlights, across both of IPI’s core CCaaS platforms.
• Manage communication and engagement with SME accounts that do not have a named Customer Success Manager.
• Support regular customer meetings and business reviews that drive adoption and enablement of the technologies and services we provide.
• Work with Marketing and the Customer Success Managers to develop customer success stories, client testimonials and wider advocacy activity.
• Contribute to high levels of customer satisfaction that support annual renewals and contract expansion.

Internal tools and Communications

• Update and maintain internal feature communications and education through core systems such as HubSpot CRM, monday.com and the core Microsoft 365 suite.
• Manage, maintain and evolve our internal Customer Success tools and platforms, such as our Customer Heatmap tool and HubSpot CRM, to support the continued development of the service.

Learning and Development

• Build a broad, functional-level understanding of IPI’s two core CCaaS solutions, Genesys and ElasticCX.
• Develop the customer, commercial and presentation skills needed to progress towards a Customer Success Manager role.

You will have the following skills and attributes:

• Excellent verbal and written communication, interpersonal and presentation skills.
• Strong organisational, planning and delivery skills.
• The ability to handle multiple tasks, prioritise your workload and adapt to shifting priorities with discipline and initiative.
• A collaborative approach, working proactively with teams across IPI including Service Delivery, Account Management and Sales.
• Confidence using Microsoft Office, particularly Excel, PowerPoint and Word, along with visual and presentation tools.
• A creative mindset and an appetite for challenging the way things are done in pursuit of continuous improvement.
• This role requires travel of approximately 20–30%, which you must be comfortable with. Travel will primarily be to customer sites, company offices and other business locations to support customer engagements, meetings and workshops, and may include overnight stays based on business and customer needs.
• You will be someone who values integrity, brings creativity and curiosity to your work, takes pride in high standards, and is committed to seeing things through and achieving exceptional results.

Nice to have:

• Experience working in or with contact centre operations and/or customer success.
• Knowledge of contact centre technologies, ideally Genesys.

What is it like to work for IPI?

IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world’s leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions.

We are an agile, highly accredited organisation with over 20 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.