(TPH) Customer Success Executive

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