Job Requirements
5 - 10 years of experience
Skills
Job description for Customer Success Executive at Micepad
About this Role
Customer Success Executive shall be able to create engagement strategies with clients to develop a professional and trusted relationship through the provision of Micepad. The duty of this role is to ensure the customer journey, from onboarding, training, support to ongoing development of our customers onto our Micepad solution.
Responsibilities
- Own and develop ongoing customer relationships for the entire Micepad journey to ensure customer satisfaction and retention.
- Conduct online training sessions to educate clients on how existing and new product features and functionality work, and how it can contribute to their business objectives.
- Work with the Sales Team and other departments on strategic account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk.
- Have a clear and concise understanding of customers' needs, and perform effective customer demonstrations, success reviews, customer advocacy and other adoption deliverables via webcasts, teleconferences and/or onsite visits if needed.
- Provide feedback to Sales Team and Product Team related to new functionality requests and specifications, as well as assist in providing feedback to improve user experience.
- Identify the opportunities for company to provide additional services (upsell or cross-sell) to clients by upgrading their products
- Promote customer loyalty and retainment (eg: renewal of contract)
Requirements
- Bachelor’s Degree in Business, technical field, or equivalent practical experience
- Experience in enterprise consulting
- Preferable 5 years of experience with proven track record in customer service and engagement in SaaS based company
- Bias for action
- Experience with program management, enterprise technology implementation, strategy development and customer advocacy.
- Experience with core system administration tools, basic networking protocols, and cloud security and compliance.
- Cross-functional project management, communication, and stakeholder management skills