The Customer Success Executive ensures that provided goods or services consistently meet client needs. Develops and maintains favorable relationships with new and existing clients in order to increase revenue. Being a Customer Success Executive may require a bachelor’s degree or its equivalent. May be responsible for providing sales quotations as well as sustaining and renewing client contracts. In addition, Customer Success Executive typically reports to a supervisor or manager. Being a Customer Success Executive contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. Working as a Customer Success Executive typically requires 4 -7 years of related experience.
Customer Success Executive Job Description Template
Our company is looking for a Customer Success Executive to join our team.
Responsibilities:
- The development our relationship with our Beta community;
- The management of our CSAT and customer experience measurement tools;
- The creation of the function, mapping out its ways of working, internal systems and processes;
- The execution of user communications campaigns for new features and major product launches, as well as urgent comms in a technology crisis;
- Building personal, trusted relationships with shopkeepers, from initial onboarding to long-term advocate;
- Complete initial training to become familiar with the industry and the product;
- Carry out sales administration tasks;
- Onboarding new shops , helping educate them about the product and completing the essential behind-the-scenes work to get them up and running;
- Once the sale has been made, liaise with customers to ensure the software is implemented smoothly;
- Help to support our new business sales team with marketing initiatives;
- Being an expert on our product , and the voice of the NearSt brand towards shopkeepers using our technology;
- Arrange travel and accommodation for the sales team;
- Building case studies , taking personal feedback conversations with shops and transforming them into compelling stories;
- Checking in with shops regularly , proactively addressing any concerns and helping them both receive and perceive value from NearSt;
- Acting as the voice of shops within the company , feeding back opportunities and ideas as well a trouble-areas from our clients.
Requirements:
- A commercial but client-centric mindset;
- Strong project management skills and someone who thrives on juggling multiple workstreams and priorities;
- Experience in a client facing/focused role within technology/SaaS is highly advantageous;
- Assist with customer on-boarding process and successfully transition them to live;
- Ideally a graduate from a good university;
- Promote the business, its brand, products, services and people in a positive light across all customer engagement mediums and channels;
- Assist in winning new business and retaining existing;
- Provides customer demos and training;
- Understand carrier requirements;
- Contribute to customer facing documents, literature and marketing tools;
- Provide internal training and upskilling on Carrier offerings;
- Assist with responding to sales enquiries and leads;
- Build close and effective relationships with the Carriers we support or wish to onboard;
- Computer, internet and IT literacy with the ability to learn new technology quickly;
- Enjoy working in teams.