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)
