Client Success Executive
CCG IQ, United States

As a Customer Success Executive (CSE), you will be responsible for customer adoption, retention, and satisfaction for a specific book of accounts. Through partnership and collaboration, you will coach customers to achieve their business goals and maximize value from their investment with CCGIQ. You will interact with customers daily to build relationships, drive adoption, provide awareness to all available CCGIQ resources, ensure excellent customer service, and uncover growth opportunities. Ultimately, you’ll be the customer’s trusted advisor and advocate to ensure customer success. The Client Success Executive reports directly to CCGIQ’s Sales Manager.

Duties amp; Responsibilities

• Proactive relationship management with accounts to maintain overall customer health.
• Must consistently meet or exceed established monthly retention goals.
• Drive Usage and Adoption through activities defined as critical to ensure a customer success. These activities include, but are not restricted to, documenting customer’s goals and developing a plan for their success, establishing success metrics, identifying potential roadblocks, and providing prescriptive recommendations.
  
• Maintain deep understanding of CCGIQ’s Services and speak with customers about the most relevant features/functionality for their specific business needs.
• Adheres to all company policies, procedures, and business codes of ethics.
• Monitors and communicates to the Chief Commercial Officer on relevant client trends and activities. Controls expenses to meet budget guidelines.
• Collects intelligence on pricing, sales, competition, clients, prospective clients, and industry trends with the ability to utilize the information effectively.
• Works to achieve and exceed overall sales goals.
• Executes marketing plans amp; sales strategies/initiatives.
• Develops strong strategic partnerships internally and externally to ensure a cohesive working relationship on sales plans, activities, strategy, and market intelligence.
• Ensures highly effective client communication and the achievement of agreed upon client satisfaction levels. Utilizes all communication mediums available to connect with clients (face to face, e-mails, phone calls, mailings, etc.).
• Works closely with the CCGIQ Management Team and Senior Account Executive to ensure all client complaints or issues are properly resolved in a timely manner.
• Conducts regular reviews of business relationships and produces periodic strategic sales activity reports to the Sales Manager and Senior Account Executives.
• Serves as the primary point of contact between assigned accounts/clients/segment and CCGIQ to help ensure the highest levels of customer service.
• You will foster a sense of community with your customers by supporting client questions by helping creating Centers of Excellence and providing necessary information for their maximum value.
• As a CSE you will be responsible for driving customer participation and attendance to local user groups/events/webinars/etc. as applicable.
• Identify new sales opportunities through customer engagements and communicate to Senior Executive Team and Sales Management Team for execution.
• Act as point of escalation when required and help manage customer expectations.
• Monitor and report on the health/risk of assigned accounts across CCGIQ’s Sales Management Team.
• Perform regularly scheduled meetings with key stakeholders to ensure the goals are being met.
• Perform onboarding activities and service demonstrations to educate customers on service functionality and available resources to receive maximum value from their investment.
• Produce periodic reports and analysis to provide data and insights into the role’s accomplishments.
• To complete all other duties, as assigned by their direct supervisor.

Requirements

Position Requirements

• Resides in Florida full time, or willing to relocate to Florida.
• Minimum of a bachelor’s degree. will consider various disciplines along with relevant experience. Advanced degrees preferred but not required.
• Ability to work autonomously with little or no direct supervision.
• Strong overall computer skills with experience in Salesforce.com environment considered a plus.
• Willingness to travel up to or in excess of 60% annually.
• Must have a valid driver’s license an acceptable driving record that meets company standards.
• Must be able to work cross departmentally.
• Ability to win the support of colleagues, peers, and staff.
• Must be highly organized and results oriented.
• Must possess a confident, professional, and positive attitude at all times.
• Must be fast paced with the ability to thrive in a t

Job Rewards and Benefits