Customer Success Executive - Fully Remote

Customer Success Executive - Lovely e-Commerce Company, £30,000, Fully Remote, ASAP Start

About the company:

Founded in 2018, this e-commerce SaaS technology company is providing online merchandising, search, and personalisation services to ecommerce retailers, all in one easy to use platform. This is a great time to join this company as their products are the gold standard for online merchandising.

The role:

As a Customer Success Executive, you will be the trusted advisor for customers. You will have a mission to drive customer engagement, product adoption, satisfaction, and advocacy, in line with agreed upon focus areas and objectives. You will take a consultative approach to ongoing customer product enablement to address skill deficits as well as advise on best practices and solutions that address customers’ desired outcomes, either through existing or new products and capabilities. You will have a 'Retention’ mindset, always looking for ways to retain and grow client relationships.

Key responsibilities:

• Act as a strategic advisor by finding new sources of value for your clients while leveraging solutions.
• Seek to understand the 'why’ and ask the right questions to build and maintain strong relationships with clients, resulting in trusted partnerships.
• Partner with the Client Services Director to develop a strategic approach for Quarterly Business Reviews (QBRs) and renewals while driving towards upsells and cross-sells.
• Leverage data and performance metrics to understand & achieve client goals.
• Evaluate the health of your clients and identify pain points.
• Be the voice of your customers by advocating internally for solutions to boost long-term customer value.
• Grow customers’ depth of understanding by providing training and enablement sessions on new and existing features and translate complex concepts into easy-to-understand solutions.

Requirements:

• 1+ years’ experience in a Customer Success or Account Management role - preferably in a SaaS environment or working with online retailers.
• General understanding of digital retail, online shopping, and user experience.
• Experience building collaborative relationships with customers and colleagues.
• Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment.
• Strong analytical skills.
• Fluent in both written and spoken English.