Customer Experience Account Executive

Job Title: Customer Experience Account Executive

Location: Charleston, SC

About Us:

KATANA Safety is a fast-growing SaaS startup revolutionizing the personal safety solution industry. Our team is passionate about helping organizations , and as we scale our sales and marketing operations, we are looking for a driven Customer Experience Account Executive to join our team and play a pivotal role in shaping the customer journey from post-sales to long-term success.

Job Overview:

The Customer Experience Account Executive (CX AE) will be responsible for managing and optimizing the entire customer experience and journey following the close of the sales deal. This includes onboarding, ongoing support, relationship building, contract renewals, and identifying opportunities for upselling and cross-selling our SaaS solutions. You will be the key point of contact for customers, ensuring they derive maximum value from our products and services, fostering long-term partnerships, and driving revenue growth through renewals and upsells.

Key Responsibilities:

1. Customer Onboarding:

• Lead the post-sales onboarding process, ensuring a seamless transition from the sales team.
• Provide customers with the necessary resources, training, and support to ensure successful product adoption.
• Collaborate with CX and cross-functional team members to ensure a smooth integration and implementation experience.

2. Customer Relationship Management:

• Build and maintain strong, long-term relationships with key customer stakeholders.
• Serve as the main point of contact for customer inquiries, providing timely and effective solutions.
• Regularly engage with customers to ensure their needs are being met and proactively identify areas for improvement.

3. Contract Renewals:

• Own the contract renewal process, working closely with customers to understand their evolving needs.
• Drive timely renewals by managing customer expectations and addressing any concerns or roadblocks.
• Analyze customer usage data and identify potential risks to renewal, offering proactive solutions to mitigate churn.

4. Upselling and Cross-Selling:

• Identify upsell and cross-sell opportunities to increase customer lifetime value.
• Work with customers to understand their business objectives and recommend additional features or products that align with their goals.
• Collaborate with the sales team to tailor proposals and close upsell and cross-sell opportunities.

5. Customer Advocacy & Feedback:

• Serve as the voice of the customer within the company, gathering feedback and insights to inform product development and improve the overall customer experience.
• Facilitate customer advocacy initiatives such as case studies, testimonials, and reference programs.

6. Metrics & Reporting:

• Monitor customer health metrics, such as usage data, satisfaction scores, and renewal rates.
• Regularly report on key performance indicators (KPIs) related to customer success, including renewals, upsell revenue, and customer satisfaction.

Qualifications:

• Experience: 3+ years of experience in customer success, account management, or a similar customer-facing role, preferably in a SaaS environment.
• Skills: Strong relationship-building skills, excellent communication and presentation abilities, and a customer-first mindset.
• Sales Ability: Proven track record of managing upsells, renewals, and customer retention.
• Problem-Solving: Ability to identify and address customer challenges proactively and effectively.
• Technical Aptitude: Comfort with SaaS products and tools, with the ability to learn new technologies quickly.
• Results-Driven: A focus on achieving KPIs such as customer satisfaction, renewals, and revenue growth.
• Process-Centric: A strong desire to develop and continuously refine internal processes for scale.

Why Join Us:

• Competitive salary and commission structure.
• Comprehensive benefits package to be rolled out in 2025
• Opportunities for career growth and professional development.
• Collaborative and supportive team culture.
• Exposure to cutting-edge technology solutions and government projects.
• Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Schedule:

• No weekends

Supplemental Pay:

• Bonus opportunities
• Commission pay

Work Location: In person