A Client Success Executive seeks to develop a positive customer experience and fosters relationship and support the company’s brand loyalty. They work alongside upper management to promote retention of customers and overall positive experience with the brand. Additionally, a Client Success Executive is also well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot.

A Client Success Executive is responsible for overseeing the process of customer retention within the business. Their duties include interacting with existing customers on a regular basis, helping customers and implementing high standard customer service to enhance customer satisfaction. They will work closely with other departments such as the Business Development Department during handover of new accounts to the Client Success team, Insights and Media Services Department to analyze data involving customer reviews and experience with products or services.

Responsibilities:

• Establish clear retention goals to maintain zero-churn and recommend solutions by upselling and cross-selling to existing clients.
• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer
• Establish a trusted and strategic advisor relationship to help drive continuous value of our products and services. Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate
• A Client Success Executive must have ownership and accountability to their assigned account as well as assist with other existing clients as and when needed.
• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their strategies.
• Optimize existing processes within the company and actively enhance all Client Success
• Understand customer needs to maximize retention and growth and communicate
• Deep understanding of customers’ concerns, pain points, and thoughts regarding the use of products, and the ability to troubleshoot. Review customer pain points and concerns and seek to improve all aspects of the customer experience with the company.