Customer Success Executive

Description:

My client is a global SaaS organisation who provide a cutting edge SaaS platform for digital survey based research. A game changing platform that is being used by clients around the globe

they are continuing to build the Sydney office and are now looking to recruit a Customer Success Manager to look after existing accounts

The Role:

The Customer Success team works closely with customers to understand their business goals and cooperate/coordinate with internal departments (Sales, Development, Product, Marketing, Finance, etc.) to ensure that they are providing superb technology, tools, products and services so our customers can achieve their goals.

This position is a combination of Sales and Operations. In this role, you would be allocated a number of clients and you would be their main point of contact: both to train them on our platform and solutions but also upselling and looking after the project management of their studies.

Role Purpose & Responsibilities:

• Retaining and growing existing accounts
• Responding quickly to customer support requests and incoming bid requests, helping users to “self-serve”, understand the benefits of using the platform, and unlock the benefits of doing so
• Being proactive at identifying potential problems early and supporting the customer to overcome issues
• Being an expert in the application of our products
• Be a trusted advisor to the customer and build long lasting relationships
• Helping customers to optimise their projects and delivering project success
• Perform consistently and successfully across KPI’s and measures of sales metrics, delivery/operational metrics, and customer satisfaction metrics

Role Requirements:

• Previous experience successfully performing in an customer success, account management or project delivery roles is beneficial
• Previous experience with Technology or SaaS operations
• Proven success at growing accounts through proactive, structured account management and quality service
• Highly personable, strong relationship builder with a proactive customer focus
• Excellent analytical skills, process orientated and strong attention to detail
• Can-do attitude and results driven
• Ability to reprioritise tasks and be agile in your approach, make decisions, and flexibility to adjust to changing demands of the role and business