Customer Success Executive at EMGuidance

Job Overview

The Customer Success Executive is responsible for ensuring that the customer is setup and onboarded based on what was sold to them. This role is also responsible to ensure that any support issues are addressed for the customer. Furthermore, through the development of usage and other insights they must work with the customer to ensure that they are gaining benefit from the solution and using what they have purchased to the maximum. As a Customer Success Executive, you'll be concerned with ensuring the customer is highly satisfied with the solution, by delivering on their requirements, and developing relationships with customers. Any new opportunities for upselling and/or cross-selling to the customer must be discussed and handed over to the sales executives to close.

Job Requirements
The following points outline the job requirements:

Operations:

• Work closely with the Sales Executives once the client issues an order and the high level requirements document is created
• Once the high level requirements document is signed off by the client, develop a more detailed implementation document based on what was sold
• Ensure that all the necessary client sign-offs are received to take the customers requirements into production
• Configure and setup with requirements in the solution
• Onboard the customer with the solution setup
• Support:
• Once the client logged an issue ensure it is tracked until the customer confirms they are satisfied the issue is resolved
• Provide regular feedback to the customer
• Coordinate internal resolution of the matter and ensure team members provide feedback
• Escalate where necessary to ensure timeous resolution
• Success for customers:
• Proactively analyse the customers and users usage of the solution
• Develop insights that will be useful to the customer to assist with various aspects of their business
• Make suggestions to the customer based on the insights developed
• Share these insights with the sales executive and work with them to develop upsell and cross-sell opportunities
• Find innovative ways to for users and customers to gain maximum usage and benefit of the solution
• Share insights with marketing to assist marketing with penetration and increasing usage

Key Performance Areas

• Achieve customer satisfaction indicators as agreed with management within specified timeframes.
• Delivers an outstanding client experience.
• Works in collaboration with the team, developing good working relationships.
• Ensures compliance with EMG’s values, policies and standards, and ensures compliance with all local statutory requirements.

Skills/Attribute of candidate

• Action orientated
• Ability to take initiative and not give up
• Ability to think out-of-the-box to gain high levels of customer satisfaction
• Ability to set priorities and have high flexibility to adjust based on changes in priorities
• Attention to detail
• Good relationship building skills
• Good verbal communication skills
• Good written communication skills
• Good research skills
• Good documentation skills

Experience

• Experience in customer support
• Experience with setting up customer services and onboarding
• Proven ability in customer success that achieve high levels of customer satisfaction
• Account management experience is required
• Confident communicator that has worked with different levels in a customer and varying customer priorities
• Positive and determined approach to researching and analysing business opportunities
• Medical / healthcare experience is preferable
• Computer proficiency to configuring solutions on customer management systems

Qualifications

• Nursing or Pharmacy or Pharmacy Assistant
• Business Management Degree/Diploma
• Customer Service or Sales certification
• Level of Management

Level: Management
Grade: C2
Reporting to Head of COO/Product Lead

Salary Range

R30 000 - R60 000 per month

If you do not receive feedback within 3 weeks of submission please consider your application unsuccessful and kindly keep an eye on our website and other career sites for future opportunities that may arise.

Skills

• Customer Support
• Written Communication
• Analytical Skills
• Sales
• Computer Literacy
• Customer Relationship Management (CRM)
• Customer Satisfaction
• Customer Success
• Relationship Building