Customer Success Executive

4 days ago

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SilverSky

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Managed Detection & Response • Vulnerability Management • Managed Endpoint Detection & Response • Email Protection Services • Security Device Management

201 - 500 employees

🔒 Cybersecurity

🏢 Enterprise

📋 Compliance

💰 $31.5M Corporate Round on 2021-10

Description

• Build and maintain strong, long-lasting relationships with assigned customers. • Serve as the main point of contact, addressing customer needs and resolving issues promptly. • Conduct regular check-ins and Service Reviews to strengthen customer relationships, drive continuous improvement and demonstrate ROI and value to reduce churn and foster retention. • Identify opportunities for upselling or cross-selling additional services. • Monitor customer health metrics, proactively identifying risks and opportunities to improve satisfaction and retention. • Drive product adoption and deliver value-focused recommendations based on customer needs and goals. • Lead customer-centric projects, including special initiatives, ensuring deliverables are completed on time and within scope. • Act as a voice of the customer within the organization, providing feedback to inform product and service improvements. • Analyse customer success metrics (e.g., retention rates,) and contribute to strategies to improve these KPIs. • Support the Customer Success team in scaling processes and improving workflows.

Requirements

• Bachelor’s degree in business, management, or 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role. • Proven experience in project management, including the ability to manage timelines, resources, and multiple priorities. • Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders. • Proficiency in project management tools (e.g., Asana, Trello, or similar) and CRM systems (e.g., Salesforce, HubSpot). • Familiarity with Information Technology solutions e.g., SaaS, Microsoft. • An interest in Cyber Security. • Exceptional communication, organizational and time management skills • Analytical mindset with problem-solving abilities. • Customer-centric attitude with a focus on delivering value. • Ability to work independently and collaboratively in a fast-paced environment.

Benefits

• Competitive salary and benefits package, including Bupa Health Insurance • Remote / Flexible working • Collaborative and supportive team environment