Customer Service Executive

Location:
Manchester (2/3 days in the office)

As a Customer Service Executive your core focus is to foster long-term customer relationships and provide exceptional service delivery to protect and grow renewable revenue. In addition to managing your own portfolio of clients, you will support junior team members through mentorship, contribute to strategic account oversight, and collaborate cross-functionally to improve processes and solve complex client issues.

Escode, a global leader in software escrow solutions and part of NCC Group, is dedicated to protecting businesses from unforeseen disruptions. We ensure that business-critical software applications and source code are safe, secure, and always available. As a trusted intermediary for some of the world’s best-known brands, we safeguard access to vital code and digital assets, ensuring business continuity and the protection of software investments.

With over 40 years of experience, Escode pioneered the software escrow category in 1988, recognizing the growing technology dependence of businesses and the need for a safety mechanism. We are proud to set industry standards and shape its direction, providing unparalleled expertise and reliability. Learn more about Escode:

Take a look at our website here to learn more about Escode:

• Ensure smooth onboarding of new clients by guiding them through the welcome process.
• Confirm receipt of Welcome Pack and follow up for any missing documentation.
• Collaborate with internal teams to ensure client setup is complete and accurate in all systems.

• Maintain and update client account information as requested, collaborating with relevant departments to align with contractual obligations.
• Conduct regular account reconciliations and prepare summaries reflecting accurate billing and contact data.
• Coordinate with the Billing team to quickly resolve any missed billing to reduce revenue leakage.

• Provide timely and professional support via phone and email to new and existing escrow clients.
• Keep all customer data (contacts, address details, etc.) accurate and up to date.
• Act as the single point of contact post-sale to ensure seamless query and issue resolution.
• Engage with customers to support contract renewals and highlight risks to account retention to your manager.
• Conduct retention calls on termination requests, gather feedback, and recommend service enhancements.
• Be a customer advocate-log client insights and champion their needs internally.
• Lead conversations with clients initiating termination, aiming to retain where possible.
• Update records for bounced emails, researching and adding updated contact information.
• Accurately track termination reasons and outcomes in Salesforce
• Handle contract assignments and name changes.
• Work closely with Credit Control on outstanding invoices and follow-up actions.
• Audit client records regularly to maintain data accuracy.

• Proactively identify process gaps and improvement opportunities; raise them with your Line Manager.
• Contribute to improving processes by identifying gaps in client service workflows and suggesting improvements.
• Collaborate with other departments to achieve shared goals and meet key deadlines.

• Meet the 48-hour SLA on email responses.
• Engage with ongoing learning and development resources.
• Track and demonstrate growth through Personal Development Plans.

• Stay up to date with Escode products and services.
• Ensure your product knowledge supports excellent customer experiences and confident communication.

• Train and mentor junior team members and new hires, sharing best practices.
• Provide guidance on managing complex customer interactions and navigating internal systems.

• Handle escalated customer service issues requiring advanced problem-solving skills.
• Coordinate with internal departments to resolve complex queries efficiently.

• Oversee relationships with strategic/key, high-value customers.
• Manage complex…