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5 SurveyVista Jobs
Customer Success Executive
SurveyVista
posted 6mon ago
Job Role Insights
Job Description
We are seeking a dynamic and experienced Customer Success Executive to join our team and drive the success of our SaaS product, which is built natively on the Salesforce platform.
As a Customer Success Executive, you will be responsible for ensuring our clients achieve their desired outcomes with our product, thereby driving retention, satisfaction, and expansion opportunities. You will serve as the primary point of contact for customers, understanding their needs, resolving issues, and providing proactive guidance to maximize the value they derive from our solution.
Key Responsibilities:
- Customer Onboarding
- Lead the onboarding process for new clients, ensuring a smooth transition onto our platform and providing necessary training and guidance to maximize user adoption.
- Develop strong, trusted relationships with key stakeholders within client organizations, understanding their business objectives and aligning our solution to help them achieve their goals.
- Issue Resolution:
- Serve as the primary point of contact for customer inquiries, issues, and escalations, providing timely and effective resolution to ensure customer satisfaction and retention.
- Proactively monitor customer health indicators, such as usage metrics, satisfaction scores, and renewal timelines, and take appropriate actions to mitigate risks and drive positive outcomes.
- Documentation and Knowledge Sharing:
- Create and maintain comprehensive documentation, FAQs, and best practice guides to support customers and internal stakeholders.
- Customer Advocacy:
- Act as a customer advocate within the organization, representing the voice of the customer to product management, sales, and other teams to drive continuous improvement and innovation.
- Cross-functional Collaboration:
- Work closely with cross-functional teams, including engineering, marketing, and sales, to ensure customer success.
- Facilitate effective communication and collaboration among team members.
Qualifications and Skills:
- Bachelors degree in Business Administration, Computer Science, or related field.
- Proven experience (2 years) as a Customer Success Executive or in a similar role.
- Proven experience in customer success, account management, or related roles within the SaaS industry, preferably with Salesforce ecosystem knowledge.
- Strong understanding of SaaS business models, customer lifecycle management, and retention strategies.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse stakeholders.
- Demonstrate a strong understanding of technical concepts and ability to translate technical concepts into business terms and vice versa.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Experience in the customer feedback management domain is highly desirable.
Employment Type: Full Time, Permanent
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