Customer Success Exec (SaaS) - Senior
Tourwriter have an exciting role available for a senior Customer Success Exec, who has at least 5 years of SaaS Customer Success experience, and is looking to build on that and relocate to London in the next 6-9 months, to lead the Customer Success function for customers in the UK, Europe and Africa.
The role has 5 key areas of responsibility:
Customer Success:Serve as primary contact for your accounts, building trust and rapport while identifying areas of opportunity, driving their activity, highlighting best practices, and documenting clearly and accurately in CRM for reporting and analysis. Maintain customer happiness score above 95% and ‘active’ status of accounts (these are new measures and are to be implemented and operationalised).
It is critical that all data and information is correctly recorded in the CRM. You will be responsible for the collection of all necessary data and information in the CRM, for your customers.
Provide exceptional customer support by answering support inquiries, troubleshooting issues, and resolving customer problems through all communication channels.Monitor customer usage and trends to classify the health of the customer from our real time customer success dashboard and identify retention risks or growth and account expansion opportunities. Maintain monthly customer retention above 95%.
Work with sales and marketing teams to boost customer referrals and develop case studies and customer stories
Improve product adoption and customer retention by implementing our CS Playbooks including leading quarterly and annual business reviews for renewals to create positive customer relationships that create engaged and loyal customers.
Implementation and Onboarding :Work with Sales to build a customer implementation and onboarding plan to move the customer from ‘getting started’ to ‘getting value’ as quickly as possible. Reach out to any customers who are behind in their activation journey to ensure “not activated” becomes “activated”.
Work as a Sales Engineer and contribute to Sales calls where necessary.Manage end to end onboarding of ICPs to educate, help solve technical problems, ensure the smooth adoption of our software, and optimise product setup for the quickest path to success.
Monitor customer usage and trends to classify the health of the customer from our real time customer success dashboard and identify retention risks or growth opportunities.
Cross functional: Champion our customers' voice internally and share feedback with the wider Team on trends, challenges and opportunities.
Collaborate closely with cross-functional teams, including product owners, developers, and quality assurance teams, to ensure that support is aligned with business goals and product strategy and product improvements based on customer feedback and support data.
Product Knowledge:Maintain expert knowledge of the product, including features, functionality, and technical specifications, in order to provide effective support to customers, including creating resources and tools where required for customer training.
Support sales team with product specialist expertise to assist in closing of deals by providing detailed Product Knowledge, relevant to the customer, incorporating best practice.
Keep up to date with new and upcoming Product features / updates.
Product Improvement:Gather customer feedback and apply learnings obtained from an understanding of our customers’ needs and our product requirements.
Work with the Product Team to improve how we interact with customers, and the tools used, and provide the necessary resources to empower the CS team to have positive, meaningful and outcomes-based conversations with them.
Secondary Roles:Continuous Improvement:
Continuously identify areas for improvement in product support processes, systems, and tools, and provide recommendations for improvement to management.
Metrics and Reporting: Support the Customer Success & Implementation Executive Lead to report on key metrics including OKR metrics.
Monitor and report on key support metrics, including response time, resolution time, and customer satisfaction, and provide recommendations for improvement to management.