Customer Success Executive - Quality & Operations

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world, and become part of an exciting long term plan for sustainability, and a better future.

The Customer Success Executive is the operational heartbeat of the Customer Success team. The CSE has a shared responsibility to proactively maintain and develop lasting and strategic customer relationships and ensure the successful delivery of NQC services into our customer accounts. While all CSEs share a core set of responsibilities to ensure team-wide contingency, each executive is assigned a primary functional focus (Onboarding, Adoption, or Operations) to drive departmental excellence.

As a Customer Success Executive, you are expected to undertake the following core responsibilities as part of your day to day activities:

• Maintain a working knowledge of all CSE areas of responsibility to provide seamless backup and contingency for team members during absences.
• Assist CSMs and senior stakeholders in the preparation for Quarterly Business Reviews (QBRs) and high-stakes client meetings.
• Proactively identify areas for process improvement within the CS function to support the team’s scalability goals.
• Any other ad-hoc duties as assigned.

Functional Specialisms (The Focus)

Note to Applicants: While this job description covers three core areas of our department, successful candidates will be assigned to one specific focus area based on their skill set and the current needs of the business. You will spend approximately 80% of your time dedicated to your primary focus.

• Focus A: Onboarding & Enablement
• Lead the end-to-end onboarding journey for new and existing clients, ensuring rapid time-to-value and successful platform adoption.
• Own and maintain the library of digital training assets, videos, and self-service guides to facilitate a scalable, "low-touch" client experience.
• Co-create and deliver high-impact webinars and training sessions for new and existing clients,
• Drive the key performance indicators (KPIs) associated with onboarding speed, training completion rates, and initial value realisation.
• Focus B: Product Adoption & Usage
• Monitor and analyse customer activity and campaign results to ensure clients are maximising the value of NQC products.
• Bridge the gap between customers and internal Product/Marketing teams by providing data-backed insights into feature requests and platform performance.
• Work closely with CSMs to interpret usage health scores and identify opportunities for deeper product integration.
• To interact closely with the NQC Service Delivery team, to gather, monitor and analyse campaign performance data and ongoing campaign strategy on a weekly basis through the duration of a client campaign.
• Focus C: Quality & Operations:
• Support the wider CS team by managing day-to-day operations, including the triage and escalation of customer support tickets.
• Act as the custodian of the CRM (HubSpot), ensuring data is clean, accurate, and reflects the true state of the customer relationship.
• Develop and maintain internal reports and dashboards to provide the CSM team with actionable data insights and performance visibility.
• Manage the customer feedback and satisfaction (CSAT/NPS) processes to ensure service levels remain high across the department.

To be successful for this role, you will ideally meet these requirements:

• Experience managing a high volume of stakeholders (internal or external) and a track record of delivering professional, clear communications.

• Proven experience in a B2B Customer Success, Account Management, or Technical Support role within a SaaS environment.
• Demonstrated experience working within structured workflows (e.g., following an onboarding playbook or a ticket escalation process).
• Excellent interpersonal skills with people at all levels.
• Previous experience using a CRM (ideally HubSpot) to manage customer data, tasks, and reporting.
• Additional language skills are highly desirable

• Is consistently motivated, committed and able to perform duties in all situations.
• Communicates and receives ideas, views and information to achieve understanding.
• Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
• Plans and prioritises activities and resources to maximise performance and minimise errors. 
• Thinks creatively and embraces opportunities for change. 
• Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.

• Hybrid working policy of 60% office-based

• 25 days holiday (Increasing with service) + bank holidays
• Enhanced Maternity and Paternity Leave
• Health Cash Plan
• Salary sacrifice scheme
• Learning & Development through Udemy platform
• 24/7 Access to a Virtual GP
• Life Assurance (4 x Salary after 6 months)
• YuLife - employee discounts and wellbeing platform
• Regular company socials & events