Customer Success Executive
5 days ago
Job Overview:
At Threatcop Inc. the role of a Customer Success Executive (CSE) is crucial in maximizing the value our customers derive from our offerings. The CSE's primary responsibilities include driving renewals, upsells, and cross-sells, enhancing customer satisfaction, and fostering enduring relationships. By working closely with various internal teams, the CSE ensures alignment of goals and swift resolution of issues, ultimately aiming to minimize churn and boost monthly recurring revenue (MRR).
Key Responsibilities:
Renewal/Upsell/Cross-sell - Identify opportunities and present client value propositions to drive renewals, upsells, and cross-sells to reduce churn and help in increasing monthly recurring revenue by driving training materials, and great service/product experience amongst customers Cross-functional Collaboration - Collaborate with various teams (Customer, VAPT, Compliance, Sales, and Accounts teams) to align project goals and enhance customer satisfaction Follow-up and Engagement - Regularly engage with clients to gather feedback and build strong relationships to enhance lifetime value through higher product usage, retention, satisfaction scores, and Net Promoter scores Customer Support & Escalations - Resolve customer issues promptly and manage escalations to ensure a positive customer experience Testimonials & Case Studies - Collect and compile success stories to showcase positive outcomes and client satisfaction Client Onboarding/Project Kickoff - Ensure a smooth and efficient onboarding process for new clients, setting the stage for long-term success Administrative Support - Assist the-
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