Customer Success Executive - Sales

As a Customer Success Executive - Sales, you will play a pivotal role in managing customer accounts and ensuring that customers derive maximum value from our products and services. This role is critical for facilitating smooth post-sale transitions, building strong relationships, and contributing to the overall sales process. You will work closely with customers to understand their needs, drive product adoption, and ultimately improve retention and satisfaction.

Key Responsibilities:

Account Management:

• Manage a portfolio of accounts, ensuring long-term success and customer satisfaction.
• Build and maintain strong, lasting relationships with customers, ensuring they receive the support they need throughout their lifecycle with our products/services.
• Act as the primary point of contact for customers post-sale, providing the necessary tools, resources, and support to ensure success.
• Conduct regular check-ins with customers to monitor product usage, address concerns, and ensure overall satisfaction.
• Identify new opportunities within existing accounts to expand services, enhance customer satisfaction, and foster growth.
• Product Demonstration
• Oversee the customer onboarding process to ensure smooth product/service adoption and implementation.

Sales Support & Cross-Selling/Up-Selling:

• Collaborate closely with the sales team to identify opportunities for cross-selling and up-selling within your customer accounts.
• Drive sales efforts by identifying key customer needs and working with the sales team to deliver the right solutions.
• Keep customers informed of the latest product updates, features, and services that could add value to their business.

Customer Retention:

• Proactively monitor customer satisfaction and identify potential risks, taking action to address issues before that impact retention.
• Assist in the contract renewal process, working with the sales team to ensure smooth and timely renewals.

Problem Resolution:

• Handle and resolve customer complaints and concerns promptly and professionally.
• Work closely with support and technical teams to ensure timely resolution of customer issues.
• Act as a liaison between customers and internal teams, ensuring customer needs and expectations are met.

Reporting & Analytics:

• Provide regular updates to the sales and management teams regarding customer status, feedback, and any potential risks.
• Maintain accurate records of customer interactions, progress, and outcomes using CRM tools .
• Leverage customer data to generate actionable insights that can drive customer success initiatives and contribute to company growth.

Required Qualifications:

• 1 - 2 years of experience in customer success, account management, or a related field.
• Strong relationship-building skills with a proven track record of customer satisfaction and retention.
• Familiarity with CRM systems and customer success tools.
• Excellent communication skills with the ability to handle customer inquiries and resolve issues efficiently.
• Ability to collaborate with sales and other internal teams to drive customer satisfaction and growth.