Customer Success Associate

Job Description for Customer Success:

As a Customer Success Executive at JOP, you will be responsible for

- Cultivating strong relationships with our clients,

- Understanding their needs, and

- Ensuring their success with our products and services.

You will serve as the primary point of contact for clients, providing guidance, support, and strategic advice to help them maximize the value they receive from our solutions. The ideal candidate is customer-focused, proactive, and adept at building rapport with stakeholders at all levels.

Key Responsibilities:

∙ Develop a deep understanding of each client's business objectives, challenges, and key success metrics.

∙ Serve as the primary point of contact for client inquiries, escalations, and strategic discussions.

∙ Onboard new clients effectively, ensuring a smooth implementation process andsetting clear expectations for success.

∙ Proactively engage with clients to identify opportunities for up selling or cross- selling additional products and services.

∙ Proficient in creating professional and engaging PowerPoint presentations, particularly for conveying data-driven insights and customer reports.

∙ Familiar with the stages of customer life-cycle and on-boarding journey, alongwithbest practices for promoting customer satisfaction and long-term success.

∙ Develop and maintain a comprehensive understanding of our products and services, staying abreast of new features and updates.

∙ Prepare and deliver regular business reviews and performance reports to internal stakeholders and the clients, highlighting key insights and opportunities for growth.

∙ Monitor client usage performance metrics, identify areas for improvement and providing recommendations for optimization.

∙ Stay up-to-date on industry trends, best practices, and competitive landscape toeffectively advise clients and drive value.

∙ Ability to travel occasionally for client meetings and industry events.

∙ Proven experience in a customer-facing role, preferably in customer success, account management, or sales.

∙ Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.

∙ Excellent problem-solving abilities and a proactive approach to addressing client needs.

∙ Demonstrated ability to manage multiple priorities and thrive in a fast-paced environment.

∙ Technical aptitude and the ability to quickly learn and understand complex software solutions.

∙ Experience working with CRM systems (e.g Hubspot), proficiency in MSSuite and Google suite,

∙ Proficiency in excel and powerpoint is a must.

∙ Familiarity with the SAAS industry and their metrics.