Key Responsibilities:

Account Management:

- Proactively engage with existing clients to understand their needs and challenges.

- Act as the main point of contact for assigned accounts, ensuring timely responses and issue resolution.

- Monitor customer accounts for usage patterns and potential upsell opportunities.

Customer Onboarding:

- Guide new clients through the onboarding process, ensuring a smooth transition into our

products/services.

- Provide training and resources to help clients maximize the value of our offerings.

Customer Retention:

- Develop and implement strategies to reduce churn and increase customer retention rates.

- Conduct regular check-ins with clients to assess satisfaction levels and address any concerns.

Upselling and Cross-selling:

- Identify opportunities for upselling and cross-selling additional products or services.

- Collaborate with the sales team to execute expansion strategies.

Feedback Collection and Analysis:

- Gather feedback from clients regarding their experience with our products/services.

- Analyse feedback to identify areas for improvement and work with internal teams to

implement necessary changes.

Data Analysis and Reporting:

- Monitor and analyze customer data and usage metrics to identify trends and opportunities for improvement.

- Prepare and present regular reports on customer success metrics to the management team.

Customer Advocacy:

- Identify satisfied clients who can serve as references or provide testimonials.

- Cultivate relationships with advocates and leverage their experiences for marketing purposes.

Qualifications:

- Proven experience in customer success, account management, or a related role.

- Strong communication and interpersonal skills.

- Demonstrated ability to build and maintain customer relationships.

- Analytical skills for data-driven decision-making.

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