Customer Success Executive

Change your job, change your workplace, change your future...

We are actively building diverse teams and welcome applications from everyone

Role: Customer Success Executive

Located: Northampton

Package: Competitive salary, bonus and additional company benefits

(Ricoh operate a vibrant working policy giving you flexible hybrid working options)

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find Out More About Ricoh Today

What you will be doing

• To act as a key support resource to internal sales teams responsible for executing a range of client focused tasks that directly contribute to a seamless and efficient sales cycle, ensuring timely execution of post-sales activities that enhance the overall customer experience.

• Responsible for liaising between Sales and key business department including Order Processing, Credit Control, and Supply Chain, to coordinate and optimise workflows that elevate Support the Ricoh's commitment to customer success by anticipating needs, removing obstacles, and ensuring a positive post-sale experience.

• To align and collaborate for an enhanced customer journey from order placement through fulfillment, enabling sales teams to concentrate on strategic customer engagement, relationship management, and revenue generation.

• Apply a customer-first and continuous improvement mindset and contribute insights that support the development of improved processes to identify and escalate recurring issues, inefficiencies, or opportunities that may impact customer satisfaction or internal productivity.

• Work in conjunction with the sales teams to be the key point of contact for coordinating tasks, develop strong cross-functional communication and collaboration with stakeholders across the business to ensure timely resolution of customer issues and delivery of high-quality service.

• Accountable for delivering against defined service levels and performance metrics, as outlined by the Customer Success Team Leader, to meet or exceed Key Performance Indicators (KPIs) and contribute to the achievement of extended business wins.

• Demonstrate accountability in providing critical and consistent support excellence and process reliability to sales while contributing to the overall goal of improving customer retention, satisfaction, and success.

You will ideally have

• Experience in customer success, account management, quality or a similar client-facing role, preferably in a B2B or SaaS environment.
• Proven track record of managing mid-to-large client accounts with measurable outcomes in retention, expansion, and customer satisfaction.
• Experience working alongside Commercial/sales teams with a strong understanding of revenue drivers, sales cycles, and customer buying behaviour.
• Demonstrated ability to identify upsell/cross-sell opportunities and contribute to account growth.
• Excellent communication skills at all levels.
• Good level of IT literacy.
• Good numeracy skills including working with databases.
• Strong attention to detail.
• Good time management and organisational skills.
• Ability to work under pressure.
• Self-motivated with ability to work on own initiative.
• Working knowledge of Oracle or similar tracking software is an advantage

We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible

In return for your commitment, you can expect

We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.

In return for your commitment, we can offer you:

• Flexible and hybrid working in line with role requirements
• An inclusive workplace
• Excellent package with solid basic, strong bonus and company benefits including:
• A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
• Flexible retirement plan
• Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
• Company car / car allowance (role-specific), cycle to work scheme
• Career development and life-long learning opportunities
• Opportunity to join a global company

Life at Ricoh:

Ricoh’s Core Values

Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.

For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.

Be part of something bigger

Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.

By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations. You can read more about our work toward the UN's 17 Sustainable Development Goals here.

We are an equal opportunities employer

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.