As a Customer Success Executive, you'll be the primary point of contact for a dedicated portfolio of customers. You'll build strong, trusted relationships that drive engagement, satisfaction and retention, ensuring they get the most from the Platform and our services. You’ll collaborate across all teams and levels of the organisation to deliver a seamless, end-to-end customer journey that consistently exceeds expectations.
Proactively engage with customers to understand their evolving needs, gather feedback, and identify opportunities for improvement. Use these insights to enhance the Platform (and other products), ensuring our solutions deliver maximum value and help customers achieve their strategic objectives.
Responsibilities
● Onboarding and Implementation: Lead new customers through the onboarding process, including product set up, data integration and configuration, to ensure a smooth transition and successful implementation.
● Relationship Management: Build and nurture strong relationships with customers, understanding their business needs and challenges and aligning our solutions to help achieve their business objectives. Handle client queries, concerns, and escalations with professionalism and speed.
● Customer Support: Deliver timely, empathetic, and solution-oriented support while collaborating closely with Customer Operations to ensure seamless service; proactively manage customer needs, resolve issues with care and professionalism, and contribute to ongoing customer satisfaction and retention.
● Product Training and Adoption: Conduct training sessions, webinars and workshops to educate customers on product features, best practices and utilisation strategies, ensuring maximum adoption and value realisation.
● Customer Feedback and Advocacy: Collect and relay customer feedback to identify trends, opportunities for improvement and product enhancement requests, advocating for customers' needs within the company.
● Account Management: Monitor customer accounts, track key metrics, and identify opportunities for upselling and cross-selling additional products or services to drive revenue growth and customer satisfaction.
● Active member of the Customer-facing team, collaborating with internal teams to deliver a seamless customer experience
● Maintain accurate records of client interactions and activity in the CRM system