Customer Success Executive at Global Profilers

JOB SUMMARY

The Customer Success Executive is responsible for the retention, adoption, and expansion of the brands with an assigned base of customers. The purpose of this role is to be the trusted advisor to customers while partnering with internal cross-functional teams to understand customer goals and key performance metrics.

RESPONSIBILITY

• Manage relationships with customers to maintain overall customer health and growth.
• Meet and exceed retention goals.
• Leverage relationships with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities.
• Coordinate with the customer Service Agents.
• Be a spokesperson for the brands with the customer – share our digital transformation vision with executives including product investments/roadmap, strategic acquisitions, and partnerships. Help position against competitors in the account.
• Maintain high customer satisfaction and ensure that customers act as the brands’ advocates.
• Organise and orchestrate cross-functional resources to fulfil customer requirements,
• and proactively engage in helping customer business success.
• Act as a point of escalation when required and help manage customer expectations.
• Drive customer participation and attendance in business-related events/webinars or
• other promotional activities.
• Participate in onboarding activities and product demonstrations post-purchase.
• Be the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas.

QUALIFICATION

• Bachelor's Degree in Business, Management, Communications, IT,
• Telecommunications, or other related degrees; or equivalent combination of
• education and experience.
• Customer retention and growth experience.
• Understand Customer Journey.
• Customer satisfaction oriented.
• Minimum of 3 years Experience as a Call Centre Agent.
• Exceptional professional communication skills.
• Strong administration, analytical and organisational skills, with a systematic
• approach to problems.
• Strong networking & relationship building skills.
• Self-driven, able to work independently as well as a good team player

SALARY: 120,000 - 150,000 gross