Job Purpose: The Customer Success Executive is responsible for ensuring that customers are satisfied, retained and that their needs are fulfilled.
They are involved in all aspects of customer interaction, including reaching out to prospective customers over the phone, email & social media, finalizing agreements, onboarding customers, addressing issues, and ensuring a great customer experience.
Key Responsibilities:
- Customer Relationship Management: Build and maintain strong, long-lasting customer relationships. Partner with customers to understand their business needs and objectives.
- Onboarding: Finalize customer agreements and facilitate the onboarding process, ensuring a smooth transition for the customer.
- Problem Resolution: Provide timely assistance to customer inquiries, handle and resolve customer complaints effectively, escalating issues as necessary to the relevant departments.
- Sales Support: Identify new leads and give product demos. Work collaboratively with the sales team to drive product sales and expansion among our customer base.
- Retention: Proactively identify potential churn risks and devise strategies to ensure customer retention.
- Customer Advocacy: Advocate for customer needs and issues cross-departmentally.
- Feedback: Collect customer feedback and work with internal teams for the product enhancement
Required Skills and Qualifications:
- Excellent communication and interpersonal skills with an aptitude for building relationships with professionals of all organizational levels.
- Proven work experience in a customer success, customer service, or similar role.
- Ability to handle multiple tasks, prioritize, and meet deadlines.
- Problem-solving skills with the ability to think on your feet.
- Basic understanding of sales performance metrics.
- Experience in using CRM software and other customer success tools.
Preferred Qualifications:
- Bachelor’s Degree in Business Administration, Sales, or relevant field.
- Previous experience in a SaaS or technology company is a plus.
Personal Characteristics: The Customer Success Executive should be customer-oriented, with a ‘problem-solving’ mindset. She/He should be proactive, self-motivated, able to work independently and have excellent negotiation skills.