Customer Success Advocate

2 weeks ago


London, Greater London, United Kingdom Xurrent(TM) Full time

Xurrent, a pioneering IT Service Management company, seeks a Customer Success Executive to drive transformative change and deliver unparalleled service experiences. As a key member of our team, you will be responsible for managing customer relationships, ensuring customer satisfaction, and successful outcomes.

Key Responsibilities:
  • Develop and maintain trusted relationships with assigned customers through proactive communication and strategic meetings.
  • Collaborate with Xurrent's partners and internal teams to address customer challenges, feature requests, or escalated issues.
  • Identify opportunities to expand Xurrent's use within existing customers and drive upsell initiatives.
  • Conduct strategic alignment meetings and business reviews for key customers, identifying risks and opportunities to prevent churn.
  • Stay informed of new product features, updates, and future roadmap plans, proactively sharing this knowledge with customers.
  • Maintain accurate and up-to-date records of customer interactions and progress in CRM tools.
Requirements:
  • Proven experience in Customer Success, Account Management, or a related field, ideally within a SaaS or technology environment.
  • Demonstrated ability to build and maintain strong relationships with customers and partners.
  • Excellent analytical and problem-solving skills, with the ability to track, measure, and report on key customer success metrics.
  • Strong project management skills, with the ability to manage multiple projects and priorities, ensuring timely delivery and adherence to customer expectations.

Xurrent is committed to creating an inclusive environment for all employees, where different backgrounds and perspectives are valued and encouraged.



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