Customer Success Executive

4 days ago

Bengaluru, India Intentwise Full time

Full-Time India 1 - 4 years

**Company Overview**:Intentwise is a Retail media optimization and analytics platform. We help brands, sellers, and agencies maximize returns from advertising spend on marketplace channels such as Amazon, Walmart, and Instacart.

Intentwise was founded in 2016 by two seasoned executives with deep advertising technology and data science expertise. Intentwise has a fast-growing global client roster and a talented team of individuals across geographies.

We seek a committed and empathetic Customer Success Executive to join our team. The said professional will be responsible for helping clients troubleshoot issues by being a reliable source of information, support, and understanding. They will complete all tasks the manager assigns to help reduce the churn rate, increase the NPS score, maintain first response time, identify upsell opportunities, and assist the CS department wherever possible.

**Role and Responsibilities**:

- Act as a client consultant focused on increasing product adoption while improving customer retention and satisfaction.
- Partner with technical teams to effectively manage onboarding by understanding the goals, timelines, and milestones of the customers
- Develop and execute customer success plans, tracking and reporting on critical metrics for customer adoption and overall customer success
- Effectively address customer satisfaction and manage a diverse set of issues, participate in issue triage and prioritization alongside the Product team
- Provide regular status updates to the leadership team, including retention, churn, and upsell opportunities

**Requirements**:

- Strong motivation to help clients
- Ability to work alone or as part of a team
- Ability to handle critical situations and de-escalate
- Ability to remain calm in fast-paced environments
- Excellent interpersonal and communication skills
- Ability to quickly explain and present complex concepts

**Qualifications and Skills**
- Bachelor's degree in any discipline
- 1 - 4 years of experience in B2B SaaS customer success or account management (bonus points if this experience is in e-commerce or retail media)

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