Job Description
Key Responsibilities:. The Customer Success Executive will manage a diverse set of customer accounts across North America and will broadly be responsible for the following priorities. Customer Account Management:. Manage a portfolio of accounts across North America and be accountable for all portfolio-level activities.
Track and monitor ongoing implementations to successful closure. Onboard customers seamlessly onto Fyle and ensure they have the resources they need to start using the platform. Maintain good account health which includes onboarding, product, adoption & usage, on-time support, user confidence, and account renewal/growth. Manage and convert PoCs (proof of concept) successfully.
Customer Engagement and Advocacy:. Drive product adoption, increasing confidence and trust in Fyle amongst users. Develop customer relationships that promote retention and loyalty. Support internal teams with customer advocacy.
Reach out to customers to request feedback and garner online reviews, testimonials, case studies. Manage Bugs and feature requests to closure. Participate in CS-Engineering forums to prioritize, raise and track these to closure. Process Standardization:.
Monitor key health parameters related to customer usage, support performance, user feedback and account engagement, and take appropriate action to align with health targets. Drive standardized onboarding and help customers become successful quickly. Provide appropriate customer context for features, bugs and service requests. Work with support and product teams to de-escalate customer situations.
Manage all customer escalations and red flags to closure. Role requirements:. Relevant work experience: 3-5 years (SaaS experience would be a great plus). Great communication.
Prior experience in onboarding and guiding customers. Should be comfortable to work in the US West Coast business hours (Mandatory). Prior customer-facing experience in North America / EU region. Awareness of finance processes and accounting knowledge beneficial to possess.
Comfortable working with C-Suite Executives.
