Position Overview
We are looking for a Customer Success Executive to ensure a smooth transition from sales to implementation, providing exceptional support and guidance to customers after the sale is made. This role involves maintaining strong relationships with clients, troubleshooting issues, ensuring customer satisfaction to drive retention and growth, and excellent communication to bridge the gap between business objectives and technical implementation.
Responsibilities
Maintain clear documentation of processes, requirements, and project statuses.
- Serve as the primary point of contact for customers after the sales process is completed.
- Provide onboarding support, training, and guidance on product/service usage.
- Address and resolve customer inquiries, issues, or concerns in a timely manner.
- Monitor customer satisfaction and proactively identify areas for improvement.
- Conduct periodic check-ins to ensure customers are maximizing product/service value.
- Identify upsell or cross-sell opportunities and collaborate with the sales team.
- Maintain accurate records of customer interactions, feedback, and resolutions.
- Assist in creating documentation, FAQs, and best practices for clients.
- Evaluate existing business processes and identify opportunities for improvement.
- Collaborate with IT and development teams to design and implement system enhancements.
- Facilitate meetings and discussions with stakeholders to ensure alignment on project goals.
- Collaborate with legal and internal stakeholders to ensure due diligence is fast-tracked.
Skills and Qualifications
- Bachelor’s degree in Business, Finance, Marketing, Information Technology, or a related field.
- 1–3+ years in post-sales support, account management, customer success, or a related role.
- 1–3+ years of experience in an analytical role (entry-level candidates with strong skills will be considered).
- 1–3 years of experience in pre/post-sales in a SaaS company.
- Knowledge of post-sales processes, renewal strategies, and customer retention best practices.
- Ability to understand technology related to the product/service being offered.
- Proficiency in Microsoft Suite (Word, Excel, PowerPoint).
- Strong customer service and relationship management skills.
- Excellent problem-solving and troubleshooting abilities.
- Effective communication and presentation skills.
- Ability to work cross-functionally and manage multiple client accounts.
- Excellent communication skills.