![Resal](https://media.trabajo.org/img/noimg.jpg)
Customer Success Executive
1 week ago
**Overview**:
We are currently on the lookout for a dynamic and customer-centric individual to join our team as a Customer Success Executive at Resal Company, specializing in SaaS (Software as a Service) solutions. As an essential member of our Customer Success team, you will play a vital role in ensuring the success and satisfaction of our clients by providing exceptional support, guidance, and proactive solutions throughout their journey with our product.
**Key Responsibilities**:
- **Onboarding and guidance**:
- Guide new clients through the onboarding process, ensuring a smooth transition onto our platform.
- Conduct comprehensive training sessions to educate clients on product features, best practices, and implementation strategies.
- **Account Management**:
- Develop and maintain strong relationships with clients, serving as their primary point of contact for all inquiries and issues.
- Regularly check in with clients to assess their needs, gather feedback, and identify opportunities for upselling or cross-selling.
- **Customer Support**:
- Provide timely and effective resolution for B to B client inquiries and technical issues, escalating complex issues to the appropriate internal teams as needed.
- Act as a liaison between clients and internal departments to ensure seamless communication and resolution of issues.
- **Success Planning**:
- Collaborate with clients to develop customized success plans aligned with their business objectives and key performance indicators (KPIs).
- Proactively monitor client progress and performance metrics to identify areas for improvement and optimization.
- **Renewal and Expansion**:
- Drive client retention and renewal efforts by demonstrating the value of our product and its impact on their business goals.
- Identify opportunities for upselling or expanding product usage within existing client accounts.
**Key Performance Indicators (KPIs)**:
- Client Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Renewal Rate
- Expansion Revenue
- Time to Resolution (TTR)
- Adoption Rate
- Customer Lifetime Value (CLV)
**Key Metrics**:
- Number of successful client onboarding sessions per month
- Average response time to client inquiries
- Number of upsell or cross-sell opportunities identified and pursued
- Churn rate and reasons for churn analysis
- Number of proactive outreach initiatives conducted with clients
**Educational Background**:
Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
**Experience Required**:
- Minimum of 2-3 years of experience in customer success, account management, or related roles within the SaaS industry.
- Demonstrated track record of building strong client relationships and driving customer success initiatives.
- Proficiency in CRM software (e.g.,HubSpot) and customer support platforms.
- Strong communication, problem-solving, and negotiation skills.
- Ability to thrive in a fast-paced, dynamic environment and adapt to evolving business needs.
Join us in revolutionizing the way businesses leverage technology to achieve their goals and make a meaningful impact on our clients’ success. If you are passionate about customer satisfaction and thrive in a collaborative team environment, we want to hear from you
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