Customer Success Executive (Sales Focus) Job at the People Practice

The People Practice - Our client, an online store for construction materials, is recruiting to fill the position below:

Job Position: Customer Success Executive (Sales Focus)
Job Location: Lagos
Employment Type: Full-time

Job Summary

• We are looking to hire a Customer Success Executive (Sales Focus) who will be the primary point of contact for our clients, ensuring they derive maximum value from our technology solutions while identifying upsell and cross-sell opportunities.
• This role is a hybrid of customer success and sales, where you’ll build strong relationships with customers, help them adopt our products effectively, and work closely with the sales team to drive revenue growth.
• Your focus will be on customer retention, satisfaction, and expanding account value.

Responsibilities
Customer Relationship Management:

• Serve as the main point of contact for assigned clients, acting as their trusted advisor.
• Build strong, long-term relationships with customers at various levels, including senior management and key stakeholders.
• Conduct regular check-ins with clients to ensure they are leveraging the product’s full potential and achieving their business objectives.

Product Onboarding & Adoption:

• Lead onboarding sessions for new customers, ensuring a smooth transition and implementation of the technology.
• Train customers on the use of our platform, providing best practices and tailored solutions based on their needs.
• Monitor product usage, engagement, and overall satisfaction to drive continuous value realization.

Revenue Growth & Sales:

• Identify upsell and cross-sell opportunities by understanding clients' business challenges and matching them with additional features or products.
• Negotiate contract renewals, upgrades, and additional services with a focus on long-term customer satisfaction and revenue growth.

Problem Solving & Issue Resolution:

• Act as a point of escalation for customer issues, ensuring swift and satisfactory resolutions by collaborating with internal teams.
• Analyze customer feedback and advocate for necessary improvements to our products or processes.
• Proactively identify potential churn risks and develop mitigation strategies.

Performance & Metrics Tracking:

• Monitor and report on customer success metrics (e.g., Net Promoter Score, retention rates, account expansion).
• Provide feedback to internal teams (product, engineering, and sales) to improve the overall customer experience and product features.
• Maintain up-to-date records of customer interactions, outcomes, and opportunities in CRM software.

Qualifications

• Bachelor's Degree in Business, Sales, Marketing, or a related field.
• 3 - 5 years of experience in a customer success, account management, or sales role, preferably in a SaaS or technology company.
• Experience in the construction industry or construction technology is highly desirable.
• Strong understanding of CRM tools and customer success best practices.
• Proven track record of meeting or exceeding sales and retention targets.

Must have skills:

• Exceptional communication, presentation, and negotiation skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Problem-solving mindset with the ability to turn customer challenges into opportunities.
• Results-driven with a strong focus on delivering value and driving revenue.
• Customer-centric attitude with a passion for helping clients succeed.
• Highly organized with attention to detail and the ability to manage a portfolio of clients.
• Team player with strong collaboration skills across sales, product, and customer support teams.
• Ability to learn quickly and adapt to evolving technology in the construction space.