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Subscription Client Success Professional
2 weeks ago
A customer success professional is required to manage the subscription clients across APAC sales territory.
- The role will focus on ensuring retention and renewal of client accounts.
Key Responsibilities:
- Drive service adoption and responsible for retention of client accounts.
- Increase client usage of subscription services.
- Onboard and train new client users.
- Work with Account Managers to identify upsell potential and cancellation risks.
- Answer client questions and liaise with internal stakeholders as required.
- Track client usage for internal reporting and client support.
- Manage payment and late invoices with the finance department.
- Become proficient in IT delivery options.
- Produce regular content-led mailings with the Account Managers and Economists.
- Notify clients of product developments and upcoming events.
- Become proficient in Salesforce to log all client interactions.
Internal Communication:
- Report on opportunities, challenges, and product feedback.
- Prepare quarterly summaries of accounts and account usage for renewals.
- Identify and share intelligence on client usage.
- Analyse data on account behavior and activity.
Requirements:
- Proven customer success track record.
- 5+ years in a customer service role.
- Highly organized with strong presentation and writing skills.
- Knowledge of Microsoft Word, Excel, and PowerPoint.
- Knowledge of Salesforce.
- Self-starter with drive to set and reach ambitious goals.
- Team player with confidence on the phone and in face-to-face meetings.
