Wednesday, November 6, 2013


Award winning online HR information provider, XpertHR is looking to recruit a Customer Success Manager. 

XpertHR is an award-winning online product developed specifically for the HR professional. Established in the UK in 2002, XpertHR was voted online product of the year in 2004 and has quickly established itself as the leading online resource for all HR information needs. In 2012 XpertHR launched in the US and has already won several industry awards including best website and best new launch. XpertHR provides easy access to comprehensive resources to enable HR professionals to remain legally compliant, follow good practice and mitigate risk.

XpertHR’s Customer Success team plays a key role in driving user engagement through a range of training and customer service activities. In addition to focusing on customers, the team works in close partnership with the sales, marketing, content and technology teams and is at the heart of this successful business.

Key Accountabilities/Responsibilities:

- Developing and maintaining relationships with XpertHR users across to drive engagement and increase uptake across the organization

- Delivery of product training for users and potential customers

- Analysis of usage reports and contacting lapsed users to re-engage them with the product

- Managing the XpertHR telephone support line (2nd line support) and email case queue

- Conducting onboarding calls with new users

- Supporting sales by identifying upsell and cross-sell opportunities

Key Skills Required:

- Self-motivated, organized and be able to manage own time with a can-do attitude

- Excellent interpersonal skills with the ability to influence over the telephone

- Excellent written and verbal communication skills

- Passionate about customer service and delivering professional support to help customers achieve their goals

Experience Required:

- Proven experience in a client facing and customer service environment

- Good levels of IT literacy

- Experience using or similar CRM software would be an advantage

The Company:

Reed Business Information brings market leading brands to an audience of millions of decision-makers worldwide through its multi-platform media of data services, online lead generation services, community websites, magazines and events. Reed Business Information, a division of Reed Elsevier, is an Equal Opportunity/Affirmative Action Employer. Reed Elsevier is a world-leading provider of professional information solutions in the Science, Medical, Legal and Risk and Business sectors.

Company Benefits:

- We offer competitive salaries and an excellent benefits package that will provide you with significant opportunities and advantages

- You may choose from a wide menu of options including medical, dental, vision, life, AD&D, short- and long-term disability, tuition reimbursement, 401(k), retirement benefits, flexible spending accounts, vacation, sick, personal, and holiday time

- You are eligible for many of our health benefits from your first day of employment

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