Customer Success Executive

София, България Заявка №389
13 март 2025 г.

Job purpose

To drive the long-term growth and sustainability of the business by elevating our customers’ experience throughout the duration of their product subscription.

 

Principal responsibilities include:

    • Delivering timely, clear and helpful customer service – our business as usual
  • Nurturing collaborative, trusting and productive interpersonal working relationships with the customer base we aim to delight
  • Managing and maintaining our customers' profiling/sponsored content on our benchmarking platforms, and their access to our news subscription services
  • Executing onboarding programmes of communication for our customers that are sensitive to the needs of new/nurture accounts vs. more established renewal accounts
  • Acting as our customers’ primary point of contact – providing product support and demos, troubleshooting technical issues, and connecting them with relevant internal contacts
  • Scheduling regular, ongoing touchpoints that guide our customers to engage in activities that help them to extract maximum value from the products and services that we offer
  • Conducting regular/monthly audits to monitor product uptake and identify at-risk accounts
  • Communicating report findings and customer feedback to Sales; Marketing; and Product teams in order to discuss and formulate improvement strategies
  • Assisting in the preparation and distribution to all customers of benchmarking-related marketing assets (including marketing kits, bespoke video content etc.)
  • Actively promoting high-value, relevant news subscription content and features to key account subscribers and influencers to help them extract maximum value from their subscription
  • Conducting periodic/quarterly general account health checkups to assess customer satisfaction and opportunities for improvement by the business

 

Skills, knowledge & experience

  • (essential)
  • Organisational and time management skills
  • Proficient understanding of Microsoft Office
  • Data handling and analysis (intermediate Excel and above)
  • Interpersonal skills (good written and spoken English, confidence on the telephone)
  • Desire to meet targets and strong commercial awareness
  • Ability to work independently and to strict deadlines

 

  • (desirable)
  • 1-2 years of experience in a professional organisation
  • Exposure to client-facing, account management-based work
  • Experience in CRM/SalesForce
  • Experience in CMS publishing software
  • Familiarity with Canva or similar design software
  • Foreign languages

 

How to apply:

  • Do not hesitate to send your CV in English.
  • All job applicants will be treated with strict confidentiality.
  • Only short-listed candidates will be contacted.

 

Други подробности

  • Група длъжности Sales
  • Тип на заплащане Заплата
  • Индикатор за наемане Permanent
Location on Google Maps
  • София, България