Client Success Executive

**Role**:Asst. Mgr/Mgr (Technical)

**Timings**:Day Shift

**Industry**:BPO

**Functional Area**:ITES / BPO / Operations / Customer Service / Telecalling

Key Skills: Accounts Management SAAS client management
- **Position: Client Success Executive**

**Schedule: Mid-shift**

**Set-up: On-site (Clark, Pampanga)**

**Responsibilities**:

- Support the Head of Engagement with all activity related to managing the client accounts in APAC region Support the Head of Engagement to coordinate, manage and lead client events (eg Steering Group Meetings, Annual Health Checks and Coffee Mornings)
- Meet in person and work with key client contacts to roll out the products across their user base and maximize their value from the products.
- Perform demonstrations and training in the use of hivve’s SaaS products.
- Work with individual users to create their impactful projects in the system and to publish them on our collaboration platform trackimpact.org.
- Support with product marketing and communication as required.
- Participate in weekly Client Success and Product Release meetings between the sales, marketing, and technical teams.
- Support with sales and account management KPI monitoring and keeping client records up to date, such as in HubSpot CRM
- Track weekly, analyze and present client/users’ usage and report on specific sector and geographic trends.
- Support the Head of Engagement for successful onboarding of all product clients:

- Coordinate with (Organizational Admins OA) to configure and set up their Impact Tracker instance.
- Support integration set up, liaising with the Product Owner to ensure any integration requirements are specified and included in Sprints.
- Collaborate with other departments within the company to effectively support client accounts, such as share insight from clients to inform the product development strategy and prioritization.

**Qualifications**:

- After induction and training the main responsibilities will be focused around ensuring existing clients are set up correctly on hive’s software systems,
- Utilize our newly introduced CRM system, HubSpot.
- Passion for building excellent customer relationships and delivering value. Our customers should love us. You will be assigned specific training as part of onboarding to support with:

- Excellent product (Impact Tracker, TI) understanding.
- Expertise in sustainability and impact.
- Excellent listening and communication skills to inform new functionalities and work with the development team.
- Understanding of customer service excellence
- Positive attitude, good initiative, and organizational skills
- Attention to detail is essential.
- Good verbal and written skills
- Proactive approach and organizational skills
- Willingness to engage with technology platforms.
- Willingness to be flexible traveling and working in multiple time zones during unsocial (local) hours.

**Reuirements**:

- Minimum 3 years’ experience in an Account Management related role
- Proactive and independent (at times remote) working required.
- Basic knowledge/ enthusiasm of Sustainability and Climate change agenda
- HubSpot experience (desired)
- Enthusiastic to engage with new technology platforms.
- Ability to coordinate at all levels (internally and externally)
- Ability to build and maintain rapport with potential clients.
- Previous customer facing communications and work experience, preferably in sales.