Customer Success Executive

Global University Systems is an international education group that empowers students to transform their lives through education. We believe education drives careers, lives, and society forward, enabling a brighter future for all. Our network of 30 institutions offers the broadest range of industry-relevant skills through inclusive, accessible, and digital-first learning. We currently educate around 122,000 students on campuses worldwide and have 20M+ unique subscribers to our courses. Our global ecosystem powers accessible digital learning and academic achievement.

**Position**:
The **Customer Success Executive** is responsible for ensuring that customers achieve set goals and outcomes for GUS products and services and increase client engagement on GUS IBD initiatives. It typically involves several stages, including onboarding, ongoing support, and renewal.

**Onboarding**: The onboarding process is critical for setting the right expectations and ensuring that customers have the tools they need to succeed. During this stage, you should introduce customers to our product and service, provide training, and help them set goals.

**Client Engagement, Performance Management & Ongoing support**: Once customers are up and running, it's essential to provide ongoing support to ensure that they continue to succeed. This might involve proactive outreach, answering questions, providing resources, and troubleshooting issues.

**Build long-term relationships that benefit both the customer and GUS.
- Own overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
- Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.
- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
- Maintain existing customer success metrics and data as directed.
- Developing programs and procedures to enhance customer experience, process, productivity, and performance. Liaison with stakeholders at various levels and help the team complete accurate reconciliation in a timely manner, while delivering world-class service to our business partners.- Onboarding and training: CSMs are responsible for onboarding new customers and training them on how to use the company's products or services effectively.
- Building relationships: CSMs build strong relationships with customers and act as their primary point of contact, ensuring that they receive the support they need throughout their customer journey.
- Customer retention: CSMs are responsible for retaining customers and preventing churn by proactively identifying and addressing customer issues, and by providing excellent customer service.
- Upselling and cross-selling: CSMs identify upsell and cross-sell opportunities by understanding the customer's needs and goals and recommending additional products or services that can help them achieve their desired outcomes.
- Collaborating with internal teams: CSMs collaborate with internal teams, including sales, product development, and marketing, to ensure that the customer's needs are met and that the company is delivering value to its customers.
- Customer advocacy: CSMs act as customer advocates within the company, ensuring that the customer's voice is heard and that their needs and feedback are incorporated into the Account Management decision-making processes.
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals. Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time. Collaborate, problem-solve, and/or strategize upcoming client meetings with team members.
- Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyse trends in C-Sat/NPS scores to identify areas of improvement.
- Work with the sales and marketing team to drill customer references and develop case studies.

**Requirements**:

- Bachelor’s Degree
- 3+ Years of experience in Account Management, Business Development, Relationship Management, Customer Service experience, Client Onboarding & Offboarding, Customer Success Manager, Student Recruitment /Business Development/Key Account Management
- Communication: Must have excellent communication skills to build and maintain strong relationships with customers. This includes active listening, clear and concise writing, and verbal communication.
- Empathy: Empathetic to understand the customer's needs, goals, and challenges, and to provide personalized support.
- Problem-solving