Customer Success Executive

The role of Customer Success Executive (SEA) sits within the SEA Customer Success team, reporting to the Customer Success Manager. The role’s primary function is supporting Isentia and Pulsar customers, by driving adoption and usage of the platform and services.

This person will be instrumental in ensuring that customers are deriving value from their subscription – this will be done through understanding their business needs, responding to support queries, configuring the Isentia and Pulsar platforms, conducting training sessions and coordinating with other departments to resolve customer issues.

As well as supporting existing customers, this team will work closely with Account Management and New Business on pre-sales activities such as demo/trial setups, volume checks and reviewing monitoring requirements (keyword checks).

• Provide specialist platform & service support for Customers as well as the Commercial, Operations and Insights teams
• Respond to support cases logged in Salesforce relating to platform and service queries (domain registration, keyword changes, user setup, missed/irrelevant coverage etc)
• Coordinate with the New Business team to ensure a smooth and effective handover of new non-SaaS customers (Daily Reports / Insights) ready for implementation
• Play a supporting role in conducting service reviews for medium-to-high value customers
• Engage with Account Management and attend customer calls for strategic accounts to ensure customers are deriving value from their subscription

·       Bachelor’s Degree of any 4-year course

·       Competency in Microsoft Office and GSuite is a must

·       Proficiency in English and other local languages is a plus

·       Must have good time management skills, able to provide positive approach to difficult situations

·       Team player

Hybrid setup

Training & Development