Job Summary:
As a Customer Success Executive, you will be responsible for building and maintaining strong relationships with our clients. You will play a pivotal role in ensuring our clients’ needs are met, their goals are achieved, and their overall satisfaction remains high.
Key Responsibilities:
- New Customer Onboarding: Support in processing and satisfying customer requirement to get the organization accredited as a local vendor / partner to enable sales to eligibly transact with prospective customers.
- Relationship Management and Client Advisory: Build strong relationships as the primary point of contact to address customer concerns and serve as a trusted advisor, understanding their needs and goals, and proactively addressing any issues or concerns they may have.
- Customer success planning: Work in tandem to support all regional and local marketing initiatives to ensure that all leads generated through marketing activities are tracked, responded.
- Upselling and cross-selling: Identify opportunities to upsell and cross-sell additional products or services to existing customers via coordination with marketing.
- Problem Solving: Address and resolve client concerns or issues promptly and effectively.
- Product Knowledge: Maintain an in-depth knowledge of our products and services to provide informed guidance and recommendations to clients.
- Customer feedback and advocacy: Gather customer feedback and insights to improve product or service offerings and help customers become advocates for the company by sharing their positive experiences with others.
- Metrics and reporting: Track key metrics such as lead generation rates, webinar attendance, and web inquiries. By analyzing these metrics, you will provide insights into the success of our strategies and identify areas for improvement.
- Collaboration with internal teams: Work closely with, marketing and support teams to ensure a seamless customer experience and drive customer success.
- Contract Renewals and Negotiations: Responsible for the contract renewal initiatives to ensure business continuance with existing customers.
- Ensure account profitability and favourable contract outcomes: Responsible for final account profitability through leading negotiation process and ensuring an acceptable on time outcome from a pricing, profitability, liability, operational, and SLA perspective for accounts. Responsible for identifying areas of opportunity, securing resources and driving sales process to assist in scoping and pricing for special projects within assigned accounts.
