Act as a single point of contact for all Support-related post-sales activities (pre-implementation through steady-state and renewal), managing highly visible, and strategic enterprise accounts to ensure the highest levels of customer satisfaction.
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
Establish a trusted and strategic advisor relationship to help drive the continued 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 learnings.
Maintain existing customer success metrics and data as directed.
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
Review the customer journey, identifying how its supported, taking a ` approach in helping clients overcome issues and achieve goals.
Collaborate, solve problems, and/or strategize upcoming client meetings with team members.
Prepare necessary documentation or visuals for the clients to demonstrate the performance of campaigns to identify areas of improvement.
Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
Proven work experience of 1-2 years in Customer Success or Account Management relevant role.
Experience in communications, marketing, sales, or customer service will be an added advantage.
Experience in delivering client-focused solutions.
Demonstrate the ability to communicate, present and influence credibly and effectively at all levels of the organisation.
Excellent time and project management skills.
Ability to prioritize and meet critical deadlines.
Excellent listening, negotiation, and presentation abilities.