Customer Support Executive

Job Description

The role is responsible for the ongoing support and development of Tier 2 customers through implementing the Customer Success strategy which will encompass the following:

• Customer Experience:
  Ensure high customer satisfaction by understanding and addressing customers' needs and goals, becoming their trusted advisor by building and maintaining strong relationships. Conduct regular check-ins and business reviews to ensure customers are achieving their desired outcomes
• Performance Metrics:
  Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives
• Process Improvement:
  Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager
• Training and Development:
  Provide support and training to team members, as well as customers to ensure a mutually ben...