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Customer Success Executive
hace 3 semanas
**WHAT WILL YOU DO**:
This role requires a mix of client-facing skills and some technical capability. Most importantly, it requires a can-do attitude, proactivity, conscientiousness, and superb attention to detail, to ensure that you find efficient ways of working, actioning client requests accurately in a timely manner, and providing the best level of customer service.
- Create project plans for customer onboarding, input all the necessary project timelines and deadlines, and regularly follow up with internal departments to ensure these milestones are met
- Supporting customers onboarding including but not limited to - sending marketing collateral, providing product demos, answering customer questions
- Preparing customer usage reports/value-for-money reporting to support customer renewal decisions
- Following up on pricing requests with the content operations team to ensure these are delivered to customers within 2 weeks.
- Creating QBR decks - gathering the necessary data from our database, platform, and internal teams to create Google Docs presentations communicating customer value
- Drafting, scoping, and submitting internal requests to other teams using ClickUp and following up to ensure these are completed
- Running QA checks on titles and responding to the customer or raising necessary bugs to our engineering team
- Be available as cover for the CSM when they are out to be the point of contact for customer requests (holding responses within 2 hours)
- Complete ad-hoc tasks as assigned by the Customer Success Manager and provide regular updates on task status
**Requirements**:
YOU HAVE
- Willingness and excitement in learning about all of the Client’s full range of services.
- A strong grasp of Google Sheets will be helpful with the reporting work you’ll be responsible for.
- Strong verbal, written, and grammatical English fluency.
**Benefits**
- PTO (Personal Time off)
- Mental Health Support
- Private Health Insurance
- Life insurance
- Learning and development program
- Career plan
