Remote Customer Success Executive

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Requirements:

• A bachelor's degree in business, marketing, or a related field is preferred.
• A genuine passion for delivering exceptional customer service and ensuring client satisfaction.
• Outstanding written and verbal communication skills, with the ability to build rapport and convey complex ideas effectively.
• Strong analytical and problem-solving abilities to address client and contractor concerns.
• Basic understanding of sales principles and the ability to identify upselling opportunities.
• Must have a reliable laptop, high-speed internet connection, and a comfortable remote work setup.
• Comfortable with videoconferencing tools for client and contractor interactions when necessary.
• Previous experience in a customer success or account management role, preferably in a B2B environment, with at least 2 years of relevant experience.
• Native English proficiency.
• Enjoys talking with people.
• Motivated self-starter, ability to work unsupervised, multi-tasking, shows initiative, and proactive.

Responsibilities:

• Oversee and nurture relationships with U.S and Canadian architectural and engineering companies. Understand their needs, challenges, and goals.
• Act as a point of contact for our contractors, addressing their concerns, ensuring their happiness, and serving as a bridge between them and the client firms.
• Identify opportunities to expand our services within existing client accounts. Collaborate with the sales team to upsell additional contractor resources.
• Facilitate the onboarding process for new clients, ensuring a smooth transition and integration of our contractors into their teams.
• Gather feedback from both clients and contractors, and communicate this feedback internally to help improve our platform and services.
• Handle any issues or disputes promptly and professionally, finding effective solutions that benefit all parties.
• Maintain accurate records of client interactions and share insights with the management team to drive strategic decisions.