Job Purpose/Role Description:

The Customer Success Expert at MASS Analytics will be responsible for retaining our core customer base by dealing directly with our clients and providing essential support.

The candidate should engage with customers, maximise value, and create strategies to grow our customer base and improve overall customer experience through product support.

Maintaining ongoing customer relationships, onboarding, training clients and ensuring technical demos are all necessary for success as a Customer Success Expert.

Key Responsibilities:

• Onboard new clients.
• Provide demos, training & help desk services.
• Analyse customer needs and develop new techniques to ensure customer retention.
• Develop Account Plans for clients that demonstrate business understanding and collaborate with other departments to lay the path to revenue growth.
• Provide insights to clients and improve customer experience through high-level technical and product support.
• Handle customer complaints and requests in a timely manner and provide solutions to continuously improve the retention strategy.
• Build and maintain ongoing relationships with clients to make sure they benefit the most from the software and help them with their MMM projects.
• Actively support the Business Development teams (Marketing & Sales) in client acquisition, conversion, and renewal.
• Monitor closely inactive and silent clients to reduce churn.
• Process establishments and proactive improvement.
• Detect cross selling and scope expansion opportunities.
• Maintain FAQ base.
• Enrich technical documentation for best practices & knowledge transfer.
• Support on marketing content creation and technical documentation such as product fact sheets, use cases, white papers, etc.
• Work closely with the R&D to collect UI/UX enhancements and ensure the continuous technical development of our portfolio of products.

Qualifications & Experiences:

• BSc/MSc in a quantitative field like Mathematics, Statistics, Economics or Business.
• + 3 years of experience in a similar domain.

Key Attributes/Main Competencies:

• Knowledge of customer success processes.
• Client focused mindset and UI/UX awareness.
• Outstanding customer service abilities.
• Advanced interpersonal and communication abilities.
• Excellent organisational, multi-tasking and time management skills.
• Patience and empathy.
• Advanced organising abilities are required.
• Good knowledge of MMM.
• Excellent communication skills.
• Demonstrated analytical and problem-solving skills.
• Outstanding written and oral ability in English.