Customer Success

Job Summary: Our Company requires a customer success executive who will be the primary point of contact for our client, ensuring they maximize the value of our solutions. Your goal is to drive customer satisfaction, retention and long-term growth by delivering exceptional support and guidelines throughout the customer lifecycle.

Key Responsibilities:

• Serve as the primary point of contact for customers, guiding them through the onboarding process, success planning and ongoing optimization for our solutions.
• Develop and maintain strong relationships with key clients, serving as their trusted advisor and primary point of contact for all inquiries, issues and escalations.
• Collaborate with clients to understand their business objectives, challenges and requirements and provide tailored recommendations on how customs data and software solutions can address their needs. These include quotation preparation and customization of contracts to align with the client’s requirements.
• Lead the on boarding and implementation process for new clients, ensuring a seamless transition and successful adoption of our products and services.
• Provide proactive support and guidance to clients throughout their lifecycle, including conducting regular check-ins, processing customers tickets, collaborating internally with the team to provide solutions to customers ongoing issues and facilitating product demonstrations
• Document, monitor, and analyze client usage and performance metrics to identify opportunities for optimization, upselling and cross- selling additional solutions or services.
• Act as the voice of the customer within the organization, advocating for client needs and priorities and collaborating with internal teams to drive product improvements and enhancements.
• Stay informed about industry trends, regulatory changes and best practices in customs compliance and trade management, and share relevant insights and recommendations with clients.
• Ensure customers remain satisfied with the services by proactively educating customers on functional capabilities, new product features and possible upgrade that align with business needs and security goals.

• Measure customers achievement of these key performance indicators and report those internally and externally.

Requirements/ Experience

• Proven customer support
• Track record of over-achieving quota or
• Strong phone contact handling skills and active
• Proficient with CRM software and Microsoft office
• Customer retention and ability to adapt/respond to different types of
• Excellent communication and presentation
• Ability to multi-task, prioritize, and manage time
• Tactful, courteous and possess the ability to build profitable relationship with clients
• Bsc/Hnd in any related field or
• 3 years of successful customer success experience preferably in an ICT solutions company