Customer Success Executive
7 days ago
Key Responsibilities:● Client Relationship Management:○ Serve as the main point of contact for assigned enterprise clients.○ Develop deep, strategic relationships with key stakeholders, including C-level executives.○ Understand client goals and objectives, and align our solutions to meet their needs.● Onboarding & Implementation:○ Oversee the onboarding process for new enterprise clients, ensuring a smooth transition and successful implementation.○ Collaborate with internal teams to tailor the implementation strategy based on client requirements.● Product Adoption & Usage:○ Monitor and drive product adoption to ensure clients are fully utilizing the featuresand benefits of our solutions.○ Provide training and support to clients as needed, including creating and delivering tailored presentations and workshops.● Strategic Guidance & Consulting:○ Offer strategic advice and recommendations to help clients achieve their business objectives using our products.○ Proactively identify opportunities for clients to leverage additional features or services.● Customer Advocacy:○ Act as the voice of the customer internally, providing feedback to product and development teams to influence product improvements.○ Advocate for clients' needs and ensure their feedback is addressed in a timely manner.● Issue Resolution & Support:○ Address and resolve any issues or concerns that arise, working closely with support and technical teams.○ Ensure that service levels and client expectations are consistently met or exceeded.● Renewals & Upselling:○ Manage the renewal process for enterprise accounts, ensuring high renewalrates and identifying opportunities for upselling or cross-selling additionalproducts and services.○ Work with the sales team to develop account strategies and growth plans.● Reporting & Analysis:○ Track and report on key metrics related to client success, including product usage, satisfaction, and renewal rates.○ Prepare and deliver regular business reviews to clients, highlighting achievements and areas for improvement.Qualifications:● Experience:○ Minimum of 1-2 years of experience in Customer Success, Account Management, or a related role, with at least 1 year focused on enterprise clients.○ Proven track record of managing and growing relationships with large, strategic accounts.● Skills:○ Excellent communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels.○ Strong problem-solving abilities and a proactive approach to addressing client needs and challenges.○ Deep understanding of enterprise software solutions and the ability to articulate complex concepts clearly.○ Experience with CRM software and other customer success tools.● Education:○ Bachelor’s degree in Business, Marketing, Technology, or a related field. Advanced degrees or certifications in Customer Success or Account Management are a plus.
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