Customer Success Executive (Maternity Cover)

Role Overview

This role provides maternity leave cover for a Customer Success Executive within the Exactaform Customer Success (CS) team. The successful candidate will manage day to day CS activity across defined customer accounts, ensuring continuity of service, reliable execution, and proactive customer engagement throughout the maternity leave period.

The role plays a key role in customer retention, reorders, and internal coordination. It requires strong organisation, a proactive mindset with clear ownership, and confidence working across customers, suppliers, systems, and internal teams.

Key Responsibilities

1. Customer & Account Management

Act as the primary day to day point of contact for allocated Exactaform customer accounts
Manage customer enquiries, quotes, orders, and delivery coordination
Maintain proactive communication to support stable customer retention, repeat ordering and minimal complaints
Ensure a consistent, professional customer experience during the maternity cover period
2. Widia Ordering & Sales Support

Handle quoting and order processing for Widia products within the Customer Success remit
Identify opportunities to upsell or cross-sell where appropriate to support account growth
Apply commercial awareness within agreed pricing frameworks
Ensure all Widia-related customer interactions, orders, and sales opportunities are accurately recorded in HubSpot
3. Internal Coordination & Order Progression

Work alongside the external sales team, and coordinate with internal teams to ensure customer orders progress smoothly from enquiry through to delivery
Proactively chase internal teams where required to maintain delivery commitments
Identify and escalate risks to delivery or customer satisfaction at an early stage
4. Stock & Supplier Ordering Support

Support stock ordering activity with suppliers where required to fulfil customer demand
Liaise with suppliers to confirm availability, lead times, and order status
Ensure supplier-related activity supports customer delivery expectations and internal planning
5. Systems, CRM & Data Accuracy

Accurately log customer interactions, orders, and activity in HubSpot
Maintain high data quality to support live dashboards and management reporting
Understand the direct impact of individual accuracy on business visibility and decision-making
6. Annual Leave Cover - Sales Administrator (Limited Scope)

Provide short-term cover for the following activities:

Sales order entry
Raising invoices
Raising PO’s and Works orders
Chasing internal teams for progress on relevant orders
Chasing suppliers for updates on relevant orders
This cover is task-based and time-bound and does not constitute ongoing ownership of the sales administrator's role or accounts when she is in work.

Skills & Experience Required

Experience in Customer Success, Account Management, Sales Support, or a similar commercial support role
Confident communicating with customers via phone and email in a professional and proactive manner
Strong organisational skills and attention to detail
Confidence managing multiple customer and internal priorities
Comfortable managing order, invoice, and CRM-related activity accurately
Comfortable working with CRM systems (HubSpot experience desirable)
Desirable (but not essential)

Experience within manufacturing, tooling, or engineering environments
Exposure to supplier coordination or stock-related activity
What Success Looks Like

Customers experience uninterrupted, professional service during the maternity leave period
Orders and enquiries are handled accurately and efficiently
Risks to delivery or satisfaction are identified early and managed effectively
CRM data remains accurate, supporting reliable business reporting
The Customer Success team operates smoothly without unnecessary escalation
Future Opportunities

This role is offered as a fixed-term maternity cover contract. However, depending on business needs and individual performance, there may be the potential for the role to develop into a permanent position at the end of the contract.

Job Type: Fixed term contract
Contract length: 12 months

Pay: £30,000.00-£35,000.00 per year

Benefits:

Canteen
Free parking
On-site gym
On-site parking
Work from home
Work Location: In person