Customer Success Executive

2 days ago

Cape Town, South Africa Boldr Full time

This is an education technology company, specializing in digital textbook and monograph provision for universities, libraries, and other higher education institutions. As a Customer Success Executive, you will be working directly to support the Customer Success Manager with our UK client base. This role will give you the unique opportunity to shadow an experienced Customer Success Manager in a fast-growing company and gain the necessary skills to effectively manage enterprise accounts independently.

**What will you do?**

This role requires a mix of client-facing skills and some technical capability. Most importantly, it requires a can-do attitude, proactivity, conscientiousness, and superb attention to detail, to ensure that you find efficient ways of working, actioning client requests accurately in a timely manner, and providing the best level of customer service.
- Create project plans for customer onboarding, input all the necessary project timelines and deadlines, and regularly follow up with internal departments to ensure these milestones are met
- Supporting customers onboarding including but not limited to - sending marketing collateral, providing product demos, answering customer questions
- Preparing customer usage reports/value-for-money reporting to support customer renewal decisions
- Following up on pricing requests with the content operations team to ensure these are delivered to customers within 2 weeks.
- Creating QBR decks - gathering the necessary data from our database, platform, and internal teams to create Google Docs presentations communicating customer value
- Drafting, scoping, and submitting internal requests to other teams using ClickUp and following up to ensure these are completed
- Running QA checks on titles and responding to the customer or raising necessary bugs to our engineering team
- Be available as cover for the CSM when they are out to be the point of contact for customer requests (holding responses within 2 hours)
- Complete ad-hoc tasks as assigned by the Customer Success Manager and provide regular updates on task status

**Requirements**:

- Salesforce or any similar CRM experience (non negotiable)
- Strong verbal, written, and grammatical English fluency
- Willingness and excitement in learning about all of the Client’s full range of services.
- A strong grasp of Google Sheets, with the reporting work you’ll be responsible for.

**Benefits**

Salary + benefits

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