Senior Customer Success Executive

As a Senior Customer Success Executive at Xobin, you will play a crucial role in building and nurturing lasting relationships with our valued clients. Your responsibilities encompass account management, customer retention strategies, and leveraging your expertise in our products and services.

Account Management:

• Manage a portfolio of clients, acting as their primary point of contact for client inquiries, issues, and escalations.
• Understand the unique needs and goals of each client and tailor solutions accordingly.
• Proactively monitor customer accounts and usage to identify opportunities for improvement.
• Build and maintain strong, trust-based relationships with stakeholders.

Customer Retention Strategy:

• Develop and implement customer retention strategies, including risk assessment and mitigation plans.
• Proactively identify and address potential churn risks and customer concerns.
• Collaborate with cross-functional teams to enhance customer experience and product adoption.

Product Knowledge:

• Stay up-to-date with the company's products/services and industry trends.
• Educate customers on new features, updates, and best practices to maximize their benefits.

Data Analysis and Reporting:

• Analyze customer data, feedback, and usage patterns to identify trends and opportunities.
• Monitor and report on key customer success metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and retention rates.
• Provide insights and recommendations to senior management based on data analysis.