Customer Success Executive
Human API
Customer Success Executive
About the business:
Brightmine has been providing HR solutions since 2002, empowering organizations to build successful workforces and create purposeful workplaces for all. We provide expert insights and practical tools that help organizations achieve greater efficiency, reduce risk, and increase employee engagement.
Today, Brightmine delivers smarter data analysis tools and cutting-edge technology to meet the future demands of HR in an increasingly digital world. Learn more about our product portfolio here: https://www.brightmine.com/us/
About the role:
Reporting into the Customer Success & Delivery Leadership Team, the Customer Success Executive will be responsible for supporting all incoming account and user enquiries through our helpdesk communication channels and take on responisibility for a group of accounts and the digital experience we provide them.
About the team:
The Customer Success & Delivery (CS&D) Team is at the heart of Brightmine’s business, ensuring users in the UK and US derive maximum value from our products. The team champions Brightmine’s vision of creating an inclusive, people-focused environment—where ambition, curiosity, and ideas thrive, and where team members are encouraged to think big, aim high, and make an impact.
Key Responsibilities:
Ensure all helpdesk enquiries (email, phone, and live chat) are dealt within the required service level agreement.
To provide a world class customer service experience.
To take responsibility for the Brightmine customer engagement webinar programme, providing clear training delivery and engagement.
Providing dedicate training to users on a required basis.
To review all helpdesk enquiries and ensure that these are resolved to a high standard, whilst keeping the user informed at every stage.
To review all helpdesk enquiries and ensure that these are resolved to a high standard, whilst keeping the user informed at every stage.
To ensure an accurate record of all customer engagement is logged in accordance with the Customer Success & Delivery expectations.
Use data-driven outreach programs to increase engagement and ensure timely, targeted touchpoints.
To identify upsell/cross-sell opportunities where appropriate.
Provide key insights back to the business on trends seen in the enquiries received, to support future process and product development.
Reports to the Customer Success & Delivery leadership team on activity delivered.
Knowledge/Skills:
World class customer service skills.
Relationship builder.
People orientated, excellent listening and communication skills.
Commercial acumen.
Excellent time management.
PC literate.
Highly motivated.
Able to acquire an effective working knowledge of the Brightmine product portfolio.
Able to build and maintain relationships with external and internal stakeholders.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.
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Primary Location Base Pay Range: New York, NY $46,400 - $77,500. 

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Please read our Candidate Privacy Policy.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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