The Role
The Customer Success Executive will manage customer retention through proactive problem-solving, conduct onboarding and training for new clients, maintain product knowledge, and address customer issues while working cross-departmentally to enhance the customer experience.
Summary Generated by Built In
Churn management and customer retention
- Increase customer retention by anticipating the customer’s needs and solving problems before they happen.
- Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement.
- Identify opportunities to improve customer satisfaction
Client Onboarding
- Conduct onboarding, implementation, and training sessions as required.
- Responsible for helping new customers become familiar with the company's product.
Customer Support
- Maintain in-depth knowledge of our products/services, stay up-to-date with any updates or changes, and provide detailed information to customers.
- Establish customer support practices
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Perform issue identification, communication, and resolution for moderately to complex customer issues.
- Act as the merchant advocate, providing constant feedback with internal teams to improve the customer experience and product offerings
- Take ownership of escalated delivery issues and follow problems through to resolution
- Monitor performance and end-to-end movement of deliveries be it across external or internal parties
- Encourage upsells and cross-sellsMaintain and monitor legal contracts with the customers
- Bachelor’s degree or equivalent
- Three to five (3-5) years of experience in communications, marketing, sales, account management, or customer success
- Strong skills in verbal and written communications, strategic planning, and project management
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Knowledge of Sales tools and technology and project management tools
The Company
What We Do
Teleport allows engineers and security professionals to unify access for SSH servers, Kubernetes clusters, web applications, and databases across all environments.
