Customer Success Executive

| Greater Denver Area
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Overview

As a Customer Success Executive you will be responsible for developing customer relationships that promote retention and loyalty. Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. You love earning a customer’s confidence and enjoy serving as a trusted advisor for their business. You are motivated by the challenge of identifying new business opportunities within your portfolio, and are driven to exceed company, team, and individual revenue goals.

The compensation package will be aligned to each candidate’s experience and qualifications. All applicants must be authorized to work in the United States.

Responsibilities

  • Responsible for maintaining, cultivating strong relationships with assigned accounts.
  • Develop a trusted advisor relationship with multiple contacts within an account to drive value of the FWI Platform and business growth.
  • Act as advocate for clients by helping them define their goals and objectives.
  • Proactively create policies and procedures that optimize the customer experience.
  • Partner with customers to ensure they are leveraging the full capabilities of the FWI platform effectively.
  • Be an expert and champion on FWI’s product and service offering in order to provide customers with consultative guidance on how to get the most out of our product. 
  • Partner with sales, support and delivery to ensure the customer experience and help mitigate issues that arise.
  • Be an advocate for the client, capturing customer feedback and product requests and facilitating those requests to Development and Product to help find a path forward.
  • Strategically manage a portfolio of customers, prioritizing daily tasks with the goal to uncover and close revenue impacting opportunities.
  • Maintain a revenue number based upon managing renewal and retention of client portfolio.
  • Identify at-risk accounts and execute action plans to prevent revenue loss.

Qualifications

Requirements for Success:

  • Self-motivated, team-oriented, and focused on exceeding customer expectations
  • Ownership Minded – Strong desire to take charge of customer relationships and tasks to ensure successful completion of company goals
  • Communication – Ability to clearly understand and articulate customer needs and software functionality request
  • Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions
  • Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
  • Technical Aptitude – Ability to comprehend complex technical topics and specialized information
  • Autonomy – Ability to work independently with minimal supervision
  • Goal Oriented – Ability to focus on a goal and obtain a pre-determined result
  • Time Management – Ability to utilize the available time to organize and complete work within given deadlines
  • Ability to interact professionally with others; including co-workers, vendors, and customers.
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Demonstrated ability to deal with change and excel in high-stress situations

Helpful for Success:

  • Bachelor’s Degree, or related field or equivalent education/experience required
  • 5+ years’ managing customer/client success programs and/or professional services engagements in a consultative model, preferred
  • Fluent in Spanish - Can hold business conversations in Spanish 

 

 

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Location

Our office is in the trendy Golden Triangle area, steps away from museums, galleries, restaurants, cafes, bars, and public transportation.

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