Customer Success Executive
Sofia, Bulgaria
Req #389
Thursday, March 13, 2025
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.
Other details
- Job Family Sales
- Pay Type Salary
- Employment Indicator Permanent
- Sofia, Bulgaria