Our client is a market-leading, fast-growing, profitable software-as-a-service business in the property market, and they're looking to scale up hard over the next three years. They are looking for a Senior Customer Success Executive to drive a proactive approach that will increase customer retention and contribute to the commercial growth of the company by identifying and growing revenue from their existing client base. This is an exciting opportunity for the right person to become an influential, key member of the team, to help shape this critical part of our commercial operations, helping drive the business to enterprise scale.
You will be responsible for deepening and growing relationships with the clients customer base. You will proactively engage with customers to drive adoption, retention and expansion of the Companies products. Creative, energetic and self-driven, you understand the customer and how our client impacts their business. You know how to be a trusted partner so clients stay and grow with the Company. You will manage numerous customers at different stages of the customer lifecycle so you will need to be a proficient multi-tasker. You must be savvy enough to be customer focused, whilst understanding how to increase revenue from client accounts. Working with the commercial team and initially reporting to the Commercial Director, you will execute on the plan to drive customer engagement and revenue for the Business.
• Highly consultative and strategic with savvy business acumen• Experienced working with multiple stakeholders, teams and senior executives• Enjoys technology and how it drives businesses forward and solves problems• Understands SEO and web based strategies is a plus• Organised and professional with a good sense of humour
Responsibilities• Conduct regular business reviews and build relationships with executive-level customer stakeholders; on-site presence and travel may be required• Identify and deliver revenue growth opportunities by introducing clients to new products and services that will benefit their business• Proactively identify and mitigate customer churn• Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews • Work closely with Product and Engineering to identify and track enhancement requests and bugs • Function as the voice of the customer and provide internal feedback on how the Company can better serve our customers
Skills and experience
• Excellent communication, interpersonal skills, and eloquent writing skills• 3+ years enterprise account management, consulting, and/or sales experience• Strong business acumen, with demonstrated ability to understand business structures, functions, workflows, and business economics• Self-motivated go-getter who has a builder mindset and can operate independently• Professional attitude• Goals and numbers driven, with a track record of driving KPI’s• Ability to manage multiple priorities with initiative and enthusiasm• Ability to work calmly under pressure
Education and qualifications
• Degree level education, or another higher education qualification• Qualifications or formal training in Customer Service, communications and general business highly beneficial