Job Description

About your new company

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.

About your new role

Internal title: Customer Success Executive

The Customer Success team 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.

Key Responsibilities

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, and the remaining 20% 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)

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.

Requirements

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

• Strong Communication & Relationship Building skills: Ability to manage multiple stakeholders effectively (e.g., through university projects, societies, or part-time work) with a track record of delivering professional, clear written and verbal communications.
• Interest in Tech/SaaS: A strong interest in B2B Customer Success, Account Management, or Tech Support. Any previous experience or internships within a SaaS or tech environment is a plus, but not required.
• Process-Driven & Detail-Oriented: Ability to work effectively within structured workflows (such as following project guidelines, onboarding playbooks, or step-by-step processes) and a knack for troubleshooting.
• Exceptional Interpersonal Skills: Confident and adaptable communication style, with the ability to build rapport and collaborate with people at all levels.
• Tech-Savvy: Quick to learn new software and digital tools. Prior exposure to a CRM system (like HubSpot, Salesforce, etc.) or data management tools through coursework or internships is highly desirable.

• Additional language skills are highly desirable

Key Competencies

• 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.

Benefits

• 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