Customer Success Executive

Main Purpose
The purpose of the Customer Success Executive (CSE) is to maintain solid relationships with the company's key Enterprise and Corporate clients, establish new relationships within existing and new clients, drive revenue growth, ensure client satisfaction, and maximize cross-selling and upselling opportunities. The CSE plays a crucial role in understanding client needs, proposing solutions, and effectively managing multiple key accounts to achieve long-term business success.

Responsibilities
Develop trust relationships with a portfolio of major clients to ensure they do not turn to the competition. Acquire a thorough understanding of key customer needs and requirements. Expand relationships with existing customers by continuously proposing solutions that meet their objectives, including cross-selling and upselling opportunities. Identify and capitalize on opportunities to cross-sell additional products or services to existing clients. Collaborate with internal teams to create customized proposals and presentations to promote cross-selling and upselling initiatives. Ensure the correct products and services are delivered to customers in a timely manner. Serve as the link of communication between key customers and internal teams. Resolve any issues and problems faced by customers and deal with complaints to maintain trust. Play an integral part in generating new sales that will turn into long-lasting relationships, including cross-selling and upselling to new clients. Proactively identify and pursue upselling opportunities by understanding client goals, challenges, and market trends. Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics, highlighting cross-selling and upselling achievements. Manage clients in line with size of account allocated.

Organogram Structure Infrastructure Requirements
Laptop and mouse Open office set up Rotating telephone Telephone application

Qualification Requirements
Diploma or degree in a business-related field, such as business administration, marketing, or sales. ICT sector certification/ knowledge (i.e. Microsoft, AWS, Salesforce) advantageous

Work Experience
3 years’ experience in a similar role Have a strong understanding of technology, industry trends, and the needs of clients within the ICT sector preferred.

Software Application Requirement
CRM knowledge (i.e. Monday.com, Salesforce) Microsoft suite