Customer Support Executive

The Customer Support Executive is responsible for supporting and developing Tier 2 customers by implementing the Customer Success strategy. This involves ensuring high customer satisfaction, achieving performance metrics, improving processes, providing training, collaborating cross-departmentally, and maintaining strong product knowledge. The role requires a customer-driven attitude, problem-solving skills, and 6 months to 1 year of relevant experience in B2B customer-facing roles.

Must Have

• Ensure high customer satisfaction and build strong relationships.
• Achieve customer satisfaction scores, retention rates, and product usage metrics.
• Identify and implement process improvements.
• Provide support and training to team members and customers.
• Collaborate with other departments for seamless customer experience.
• Develop comprehensive product knowledge and track customer usage.
• Prepare and present detailed reports on adoption and usage.
• Act as a customer advocate within the company.
• Experience in customer-facing B2B roles, including relationship management.
• Ability to deliver quickly in a fast-paced environment and overcome challenges.
• Positive, collaborative attitude and proven cross-functional teamwork.
• Strong problem-solving abilities and capacity to meet deadlines.
• 6 months to 1 year of relevant experience.

Perks & Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

Job Description

The role is responsible for the ongoing support and development of Tier 2 customers through implementing the Customer Success strategy which will encompass the following:

• Customer Experience: Ensure high customer satisfaction by understanding and addressing customers’ needs and goals, becoming their trusted advisor by building and maintaining strong relationships. Conduct regular check-ins and business reviews to ensure customers are achieving their desired outcomes.
• Performance Metrics: Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives.
• Process Improvement: Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager.
• Training and Development: Provide support and training to team members, as well as customers to ensure a mutually beneficial relationship.
• Cross-Department Collaboration: Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer experience. Schedule product deliveries according to workflow capacity, handle operational queries, and support the operations team to maintain high service levels.
• Product Knowledge: Develop a comprehensive understanding of core services and additional software offerings. Track customer usage against allowances and address any queries related to systems
• Technology Utilization: Adoption of existing systems and processes to streamline operations and improve service delivery.
• Reporting and Analysis: Prepare and present detailed reports for your customers on adoption and usage of services. Use performance data to drive continuous improvement initiatives with our customers.
• Customer Feedback: Obtain customer feedback to drive a continuous improvement to NPS.
• Customer Advocacy: Act as an advocate for the customer within the company, ensuring their needs and feedback are considered in product development and service improvements.

Other

• You may be asked to undertake additional duties to those above, either temporarily or permanently, which the Company reasonably believes you can carry out or for which you will be trained.
• Relevant professional, ethical and health and safety standards apply to this role.
• May require out-of-hours working, reasonable travel to customers and other NIQ offices (both domestic and international).

Qualifications

• Some experience in customer facing roles.
• You have a customer driven attitude and strong experience in working in B2B customer-facing role(s), preferably including relationship management.
• Ability to deliver quickly in a fast-paced environment and independently overcome challenges.
• A positive and collaborative attitude and proven experience in working cross-functionally with internal teams to drive customer success and achieve business goals.
• Strong problem-solving abilities and the capacity to meet deadlines consistently
• 6months - 1 year of relevant experience