Customer Success Executive (Freelance) at Shawne Applebee

Objectives for this role

The Customer Success Executive is responsible for building and maintaining strong client relationships, ensuring client satisfaction with project deliverables, driving maximum value, and setting a longer-term account plan for our largest customers to drive retention and growth.

Core tasks

• Client Relationship Management: Build and maintain strong, long-term relationships with clients, serving as the primary point of contact for client inquiries and concerns. Run regular business review meetings with decision-makers and business users, ensuring customers are knowledgeable about the value the solution brings and are using it as agreed during implementation.
• Client Onboarding: Guide clients through the onboarding process, ensuring a smooth transition and a clear understanding of project deliverables and processes to meet their ESG reporting obligations.
• Client Satisfaction: Proactively gather feedback from clients, monitor client satisfaction via NPS, and address concerns or issues promptly and effectively.
• Account Growth: Identify opportunities for account growth and collaborate with the sales and partnership teams to promote additional services or projects, that fit the customer reporting needs.
• Project Alignment: Work closely with the Delivery Department, including the Head of Delivery and Integration/Project Managers, to ensure project objectives align with client expectations.
• Renewals and Retention: Monitor contract renewals and work to ensure a high client retention rate, fostering long-term partnerships.
• Client Advocacy: Encourage clients to become advocates for Greenomy by sharing success stories and referring new businesses.
• Data and Reporting: Maintain accurate records of client interactions and progress, and provide regular reports on client satisfaction and project success.

Accountability

• Accountable for maintaining strong client relationships and ensuring client satisfaction with project deliverables.
• Accountable for identifying opportunities for account growth and increasing client retention.

Technical / Professional Skills

• Fluent in French and English (a third language such as Dutch and/or German is highly valuable)
• Bachelor's degree in a related field or equivalent experience
• 3+ years of experience in a client-facing role, such as customer success, and account management in SaaS ideally working with Mid-market and Enterprise customers. Strong communication and interpersonal skills.
• Strong negotiation skills.
• Excellent project management skills.
• Exceptional problem-solving and conflict resolution abilities.
• Ability to collaborate across departments and teams effectively.
• Experience in a startup or dynamic, fast-paced environment is a plus.
• Experience working remotely is a plus.
• Strong knowledge of Salesforce and CS Tools (e.g Planhat, Totango, Gainsight)
• Knowledge of project management tools and support solutions (preferred)