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Customer Success Executive Job in Czech Republic
Mews , Czech Republic

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
High School or equivalent
Total Vacancies
1 Job
Posted on
May 1, 2021
Last Date
Aug 1, 2021
Location(s)

Job Description

We are looking for a Customer Success Executive who possesses a strong drive for results. Duties for the opportuntiy will include a broad range of tasks such as maintaining ongoing customer relationships with the provided technological tools, contributing to sales, and minimising churn. You should also be able to provide insights on client-to-business interactions and influence the product roadmap, improve customer experience through working with product support teams, and handle customer complaints and requests.

Successful candidates must be analytical and be able to communicate clearly and effectively. The ideal Customer Success Executive should engage with customers efficiently, maximise value, and create strategies to grow the customer base.

Responsibilities

  • Manage our smaller customers as a team of experts.
  • You will be a part of a team managing an average a portfolio representing over 300k - 1M Platform ARR (Annual Recurring Revenue).
  • Proactively guide the customer through a ‘journey in the life of Mews’, using timely touchpoints, playbooks and advice on our monthly customer reports.
  • As a team you will be responsible for generating revenue from our existing customers by aiming to achieve a 120% Net Revenue Retention, with a focus on limited churn and revenue reduction, while growing the accounts through upgrades, pricing, renewals, new products and being a promoter of additional new properties to expand the portfolio.
  • Continuous focus on driving product adoption by analysing the user behaviour on the platform and incoming requests.


Your Mission

  • Drive adoption of Mews within the smaller segment of accounts through continuous increase in value leading to renewal and potential for new business
  • Provide continued value to the Customer and drive satisfaction and growth
  • Provide support with customer renewals and expansions by proactively communicating with the customer
  • Closely monitor product adoption and activate the needed corrective actions if need be
  • Work collaboratively with the Marketing team to build Customer testimonials and referrals
  • Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice
  • Anticipate Customers’ requirements and possible challenges - make our customers successful! Promote the product updates through the relationships you have nurtured within the Accounts
  • Identify potential issues within the Customers and work with the wider business to take timely and effective action to resolve them. Contribute to the development of company goals, growth and profitability targets by being an active member of the Mews team and culture

Requirements

  • 2+ years of account management or Customer Success at a SaaS company or in an agency setting (sales experience is a plus)
  • Previous experience with an annual subscription sales model preferred
  • Strong presentation skills
  • Data-driven with a commitment to process; drive / track consistent engagement process.
  • Ability to work in a fast-paced, entrepreneurial, results-oriented culture
  • Strong team player who is extremely organised and analytical with an ability to work well under pressure troubleshooting issues quickly and effectively
  • Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
  • Experience working with cross functional teams
  • Passionate about consumers and the technologies that serve them with the ability to grasp basic technical concepts
  • Strong focus on user needs and an intellectual curiosity about the products that help to meet them

Benefits

  • Unlimited vacation
  • Flexible work hours/location
  • Access to extensive health and wellness programs (online)
  • Participation in employee stock ownership program
  • Regular team events


Job Specification

Mews

Information Technology and Services - Prague, Czech Republic