Customer Success Executive

Managing Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy. Driving training and SOP adherence. Leading the overall journey for Customer Success: Mapping the customer journey and developing interventions for each step, driving engagement with customer marketing, analysing data and customer feedback, and continuously improving the customer experience. Building and Leading a World Class Customer Success team: Recruiting, training, mentoring, and managing high-potential individuals including Customer Success Reps, Operations, and Support. Work closely and share constructive feedback regularly with customer stakeholders (Sales, Operations, and Marketing) to establish a stronger customer relationship and experience. Managing Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy. Driving training and SOP adherence. Leading the overall journey for Customer Success: Mapping the customer journey and developing interventions for each step, driving engagement with customer marketing, analyzing data and customer feedback, and continuously improving the customer experience. Building and Leading a World Class Customer Success team: Recruiting, training, mentoring, and managing high-potential individuals including Customer Success Reps, Operations, and Support. Work closely and share constructive feedback regularly with customer stakeholders (Sales, Operations, and Marketing) to establish a stronger customer relationship and experience. Aligning with Customer Delight Managers for driving service roadmap based on customer feedback and usage data, managing and resolving escalations. Driving Customer Success Outcomes: Increasing renewals, reducing churn, identifying up-sell opportunities, influencing increased life-time-value through higher product adoption and customer health scores, and driving growth through increased advocacy and customer reference ability, for SMB customers. Measuring the effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team. Aligning with Sales for driving retention and up-sells by improving engagement and retention. Ensure all customer requests and/or problems are assisted, researched, and resolved in a prompt and professional manner via email or phone call. Carry out supervisory responsibilities in accordance with company policies and procedures