Customer Success Executive

Key Responsibilities :

• Client Relationship Management :

○ Serve as the main point of contact for assigned enterprise clients.

○ Develop deep, strategic relationships with key stakeholders, including C-level executives.

○ Understand client goals and objectives, and align our solutions to meet their needs.

○ Oversee the onboarding process for new enterprise clients, ensuring a smooth transition and successful implementation.

○ Collaborate with internal teams to tailor the implementation strategy based on client requirements.

○ Monitor and drive product adoption to ensure clients are fully utilizing the features

and benefits of our solutions.○ Provide training and support to clients as needed, including creating and delivering tailored presentations and workshops.

○ Offer strategic advice and recommendations to help clients achieve their business objectives using our products.

○ Proactively identify opportunities for clients to leverage additional features or services.

○ Act as the voice of the customer internally, providing feedback to product and development teams to influence product improvements.

○ Advocate for clients' needs and ensure their feedback is addressed in a timely manner.

○ Address and resolve any issues or concerns that arise, working closely with support and technical teams.

○ Ensure that service levels and client expectations are consistently met or exceeded.

○ Manage the renewal process for enterprise accounts, ensuring high renewal

rates and identifying opportunities for upselling or cross-selling additional

products and services.

○ Work with the sales team to develop account strategies and growth plans.

○ Track and report on key metrics related to client success, including product usage, satisfaction, and renewal rates.

○ Prepare and deliver regular business reviews to clients, highlighting achievements and areas for improvement.

Qualifications :

○ Minimum of 1-2 years of experience in Customer Success, Account Management, or a related role, with at least 1 year focused on enterprise clients.

○ Proven track record of managing and growing relationships with large, strategic accounts.

○ Excellent communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels.

○ Strong problem-solving abilities and a proactive approach to addressing client needs and challenges.

○ Deep understanding of enterprise software solutions and the ability to articulate complex concepts clearly.

○ Experience with CRM software and other customer success tools.

○ Bachelor’s degree in Business, Marketing, Technology, or a related field. Advanced degrees or certifications in Customer Success or Account Management are a plus.