Manage Strategic Relationships: Build and maintain deep customer relationships to understand organisational goals, partnering with key decision-makers to structure partnership strategies and service level expectations.
Drive Retention and Revenue: Proactively manage the contract renewal process and negotiate pricing to ensure customer retention and identify new business opportunities within your assigned accounts.
Resolve Escalations and Ensure Compliance: Research and resolve complex billing or service issues while conducting compliance assessments and root cause analysis to maintain high service standards.

Proven experience in a customer-facing commercial role, preferably within the Information Management or Data Protection industry.
Strong knowledge of Sales Force Dot Com (SFDC) and internal reporting systems.
Proven ability to perform customer service analysis and make recommendations on appropriate pricing structures or contract requirements.
Exceptional relationship management skills with the ability to use appropriate methods of persuasion when soliciting agreement from stakeholders.

Customer Success Executive

Key skills