Customer Success Executive

Customer Success Executive

One of the world's leadingdata analytics companies, a global online platform that supports customers digital transformation agenda is looking for an experienced Customer Success Executiveto join their team.

The Customer Success SMB teammanage a portfolio of thousands of users accounts globally, enabling effective onboarding of clients, as well as driving optimal usage of solutions and services through proactive engagement of new and existing customers.

The Customer Success Agent(CSA) will work across several hundred assigned global SMB accounts to ensure effective new user onboarding to our platform driving longer-term engagement and usage of our solution. This includes delivering focused training and support efforts to help platform users optimise their overall experience of our technology and maximise NPS scores. The CSA will also support inbound, pre-sales engagement of new clients.

The Day-to-Day

Manage a set of assigned global accounts.

Onboard new users for assigned accounts leveraging existing onboarding. documentation, identifying opportunities to augment this process over time.

Elevate the performance of existing users to achieve healthy platform adoption scores through proactive engagement and training.

Work to a set of individualised targets for these accounts, reporting out weekly on progress towards these targets.

Host regional and segment-specific webinar series for end-users to ensure customers are provided with additional education to fully optimize usage.

Provide product education and meet ongoing onboarding needs through analysis of engagement metrics.

Identify low utilization and provide solutions to drive up adoption for these users.

Test new user engagement techniques such as screen sharing and increased call time.

Maintain a good understanding of client solutions to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.

Document all communication with users and accounts accurately and in a timely manner via system tools.

Manage escalations as appropriate with the client team.

Requirements & Experience

Fluency in English - exceptional spoken and written, grammar as well as typing accuracy skills.

1-3 years of Account Management, Training and/or Sales experience.

BA/BS degree or equivalent.

Strong technical aptitude.

Strong project management and organizational skills.

Self-motivation & enthusiasm.

Experience analyzing data and trends to identify growth opportunities.

Proficiency in HubSpot, TEAMS & MS Office.

Familiarity with web-based platforms and tools.

Experience working in a team environment.

Ability to build authentic business relationships and resolve conflicts if they arise.

The Ideal Candidate

You should have3+ years' experience in an Customer Success role with an excellent working knowledge of Excel (including Pivot Tables, functions, etc) and Hubspot for data analysis, modelling, and/or financial analysis.

You will need to be a skilled communicator with the ability to build strong alliances with internal business units and to work cross-organisationally. You are a motivated self-starter, proactive and action oriented, with a keen sense of ownership, drive, and multitasking. You possess a strong business acumen and are capable of handling multiple projects simultaneously in a fast-paced working environment.

About

, a data science company and global SaaS platform growing at an enormous rate. We are passionate about transforming business processes through innovation and delivering digital transformation projects globally. We turn big data into smart data.

Enterprise Ireland is a shareholder in the business and in 2017, we won the prestigious Horizon 2020 funding from the European Investment Bank. Our customers include Recruiters, Corporates and Governments in Ireland and Europe. We are now Venture Capital backed for accelerated growth.

Our team has developed expertise in significant change management programmes, with a deep knowledge of system integration and deployment across departments and geographies.

The leadership team and advisory board have extensive experience as senior executives in multinational companies across various industries with distinguished track records of achievement.

What we offer you

• Competitive Salary
• Comprehensive training in our products and solutions
• Career development and progression opportunities
• Cork office location
• Healthcare cover
• Pension scheme
• Fun and challenging environment

Seniority Level

Associate

Industry

• Staffing and Recruitment
• Information Technology & Services
• Internet

Employment Type

Full time