Customer Success Executive (Sales Focus) at an Online Store for Construction Materials - the People Practice

The People Practice - Our client, an online store for construction materials, is recruiting to fill the position below:

Job Title: Customer Success Executive (Sales Focus)

Location: Lagos
Employment Type: Full-time

Description 

• Our client is looking to hire a Customer Success Executive (Sales Focus) who will be the primary point of contact for our clients, ensuring they derive maximum value from our technology solutions while identifying upsell and cross-sell opportunities.
• This role is a hybrid of customer success and sales, where you’ll build strong relationships with customers, help them adopt our products effectively, and work closely with the sales team to drive revenue growth. Your focus will be on customer retention, satisfaction, and expanding account value.

Responsibilities 
Customer Relationship Management:

• Serve as the main point of contact for assigned clients, acting as their trusted advisor.
• Build strong, long-term relationships with customers at various levels, including senior management and key stakeholders.
• Conduct regular check-ins with clients to ensure they are leveraging the product’s full potential and achieving their business objectives.

Product Onboarding & Adoption:

• Lead onboarding sessions for new customers, ensuring a smooth transition and implementation of the technology.
• Train customers on the use of our platform, providing best practices and tailored solutions based on their needs.
• Monitor product usage, engagement, and overall satisfaction to drive continuous value realization.

Revenue Growth & Sales:

• Identify upsell and cross-sell opportunities by understanding clients' business challenges and matching them with additional features or products.
• Negotiate contract renewals, upgrades, and additional services with a focus on long-term customer satisfaction and revenue growth.

Problem Solving & Issue Resolution:

• Act as a point of escalation for customer issues, ensuring swift and satisfactory resolutions by collaborating with internal teams.
• Analyze customer feedback and advocate for necessary improvements to our products or processes.
• Proactively identify potential churn risks and develop mitigation strategies.

Performance & Metrics Tracking:

• Monitor and report on customer success metrics (e.g., Net Promoter Score, retention rates, account expansion).
• Provide feedback to internal teams (product, engineering, and sales) to improve the overall customer experience and product features.
• Maintain up-to-date records of customer interactions, outcomes, and opportunities in CRM software.

Qualifications

• Bachelor’s Degree in Business, Sales, Marketing, or a related field.
• Minimum of 3-5 years of experience in a customer success, account management, or sales role, preferably in a SaaS or technology company.
• Experience in the construction industry or construction technology is highly desirable.
• Strong understanding of CRM tools and customer success best practices.
• Proven track record of meeting or exceeding sales and retention targets.

Must-Have Skills:

• Exceptional communication, presentation, and negotiation skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Problem-solving mindset with the ability to turn customer challenges into opportunities.
• Results-driven with a strong focus on delivering value and driving revenue.
• Customer-centric attitude with a passion for helping clients succeed.
• Highly organized with attention to detail and the ability to manage a portfolio of clients.
• Team player with strong collaboration skills across sales, product, and customer support teams.
• Ability to learn quickly and adapt to evolving technology in the construction space.

Application Closing Date
22nd November, 2024.