Customer Success Executive  

• Customer Satisfaction Monitoring and Response - Initiate contact with customers at designated timeframes (quarterly health checks) or post events (post onboarding). Initiate contact with customers who submit less than satisfactory NPS scores. Identify and conduct testimonials from positive NPS scores.
• Increase usage – Proactively engage with customers that have a lower than 50% usage and initiate a resale’s process to trigger steps such as reboarding, support tickets to resolve issues impacting usage, CBP certification.
• Cancellation Reversals – Engage with and reverse product cancellations when clients indicate they are considering or have made a decision to cancel.
• Renewals – Identify and engage with client that are due for imminent renewal to maximise renewal likelihood.
• Drive CBP Certifications Adoption – Maximise the number of firms per month getting CBP certified (utilising documents, all team members attended webinar, 100% usage).
• Meetings & Webinar Hosting – Hold structured one on one meetings and group webinars to existing clients to deliver educational value.
• Identify Cross sales opportunities and refer to BDSM team – maximise the number of referral leads coming from existing clients.
• Coordinate Scheduling/Appointment Setting – Manage meeting/consultation schedules with clients for Product, Sales, Service and Executive teams.
• Other Ad-hoc tasks – Tasks outside of the above scope may be required.

The role requires the following:

• At least 2 years of work experience in a customer facing role
• Strong communication skills both verbal and written
• Impeccable physical presentation
• A technical mindset and a strong understanding of service delivery
• Willingness to grow in the role and learn new skills on the job
• Resourcefulness to use the tools provided by the company