Customer Success Executive at Fadac Resources

The Customer Success Executive will be responsible for developing a positive customer experience and fostering healthy working relationships. The candidate will act as a bridge between the vendors, support and the sales team.
He/she will provide ongoing support to our clients and channel network. The candidate will be able to contribute to building relationships, implementing new programs that will increase business’ revenue potential.
He/she will work with vendors’ channel and staff to transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.
Ultimately, he/she will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us, will also work closely with vendor executives and employees to ensure customer questions and concerns are addressed in a timely manner.

Responsibilities

• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers onboarding processes
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience

Requirements and skills

• Proven work experience as a Customer Success executive or similar role
• Experience working with technical support and account managers promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the IT/Security product or service
• Accountability and personal organization are essential.