Customer Success Executive

A unique opportunity is available for a Customer Success Executive to work for a leading edge software provider in London. We're looking for someone who is highly motivated, flexible and organised, candidates who enjoy working on a wide variety of tasks will find this position hugely rewarding.
 

Responsibilities

• Deliver user coaching face-to-face or by phone in order to build advocates within our customer base.
• Promote our Professional Services solutions in order to assist with increasing the adoption of our service.
• Collect and document evidence on how our service is being used by customers in order to promote good news and demonstrate ROI throughout the customer lifecycle which will ultimately guarantee renewal.
• Monitor customer satisfaction by observing the Net Promoter Scores and follow up on survey responses with customers in order to drive increased satisfaction and higher Net Promoter Scores in the future.
• Monitor use of our service within assigned accounts in order to identify trends, concerns and dormant users.
• Create and implement action plans to correct negative trends within assigned accounts in order to increase usage and guarantee renewal.
• Partner with Customer Success Managers in order to deliver the goals contained within the success plans for each customer. This could involve attending account review meetings at customer locations.

Minimum Qualifications

• Fluent in English.
• Exceptional verbal communication skills, especially over the phone.
• A positive, polite and friendly disposition.
• 1-2 years’ experience in a customer service, account management, or sales-oriented role.
• Ability to navigate large complex organizations.
• Impeccable attention to detail and organizational skills.

Preferred Qualifications:

Experience using Salesforce or other CRM system.

Experience in a SaaS enterprise software environment.

Some experience working with Net Promoter Score (NPS).