AVP/ VP - Customer Relationship

Key Responsibilities:

• Customer Engagement:
  
• Build and nurture strong, long-term relationships with clients, serving as their primary point of contact for all inquiries and support.
• Develop an in-depth understanding of each customers unique business needs and objectives.
• Conduct regular check-ins with customers to ensure satisfaction and provide proactive support.
• Customer Support and Issue Resolution:
  
• Act as the go-to person for resolving customer inquiries and complaints, ensuring quick and effective solutions.
• Monitor customer feedback and work with internal teams to address any recurring issues or pain points.
• Coordinate with the customer support team to ensure timely responses and follow-ups.
• Account Management:
  
• Work closely with clients to ensure they are maximizing the value of our products/services.
• Identify upsell and cross-sell opportunities by understanding customers evolving needs and presenting relevant solutions.
• Track customer activity, including product usage and feedback, to ensure a positive customer experience.
• Reporting and Analytics:
  
• Track key customer success metrics (e.g., customer retention, satisfaction scores, etc.) and report to management.
• Use data to create and execute strategies that improve customer engagement and reduce churn.
• Collaboration:
  
• Collaborate with internal teams, including sales, product, and marketing, to ensure customers receive the best experience.
• Provide feedback from customers to the product development team for continuous improvement of products/services.

Required Skills & Qualifications:

• Proven experience in customer relationship management, account management, or customer success (2+ years preferred).
• Strong communication and interpersonal skills with the ability to build rapport quickly.
• Problem-solving abilities with a customer-first mentality.
• Excellent organisational skills with the ability to manage multiple accounts and priorities effectively.
• Strong analytical skills and attention to detail.
• Ability to work collaboratively in a team environment.