What will I be doing?As our Commercial Senior Customer Success Executive, you'll:Be a part of our dynamic global revenue team reporting to the Senior Customer Success Director. You'll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement, in line with GWI's gowth strategy across your book of business.
Working with your dedicated set of clients, you will own, promote, and manage relationships with GWI users and decision-makers to ensure they are obtaining maximum value by realizing the full potential of GWI's product offering. A few things you'll be responsible for:
- Own and manage the renewal process, ensuring high renewal rates across your account portfolio
- Identify opportunities for further account growth and collaborate with Hybrid Account Executives so that they can create a plan to win these opportunities
- Work with customers to ensure they are successful in driving value and achieving their business goals through their use of GWI's products
- Focus on driving high customer satisfaction that leads to customer retention and growth by measuring key performance indicators such as churn, retention rate, and Net Promoter Score (NPS)
- Delivering exceptional onboarding for new clients and product training sessions to drive usage, engagement, and expansion opportunities.
- Providing best-in-class support and guidance to users via email, live chat, and video calls
- Work with Hybrid Account Executives to create success plans to document and track the achievement of desired outcomes, such as counteracting churn, supporting revenue growth and expansion, etc.
- Create powerful and relevant training collateral in the form of guides and videos
- Collaborate, support, and build cross-departmental relationships with all teams across revenue, product, marketing, and channel customer feedback to relevant departments
- Ensure superior usage and client engagement across your account portfolio, being proactively involved with users (ie. Pull, interpret, and analyze regular usage reports for risks within each of your accounts)
- Work with marketing to help obtain case studies/testimonials from existing clients
- Oversee and handle user/account administration
- Keep Salesforce up-to-date by logging all activity and engagements
What do I need to bring with me?You'll need to be able to demonstrate the core skills this role requires. You don't have to tick all the boxes right away; the important thing is that you're willing to learn.
- Minimum of two years of experience in Customer Success or an equivalent client-facing role
- Experience managing customer renewals
- Highly organized and able to juggle multiple tasks at once
- Strong analytical skills with high attention to detail
- Ability to bring data to life with stories and present with confidence
- Genuine passion for working with people and helping others
- Team player, able to build strong relationships with colleagues
- Ability to work autonomously and look for improvements in ways of working and processes
- Natural ability to switch between different roles and wear different hats
- Bachelor's Degree or equivalent practical experience
Nice to Have- Experience working with market research/audience profiling data at an agency, media publisher, advertiser, or marketing research firm
- Experience working for a B2B tech platform
- Experience using Salesforce, live chat software, and product analytics tools
What We Offer At GWI, you'll find meaningful work, visible impact, and a culture that empowers you to do your best. Our package includes:
- Time to recharge - 25 days' annual leave, paid sick days, and office closures over the holidays.
- Health & wellbeing - Top-tier health cover with dental & vision, plus mental health and wellness support.
- Financial benefits - Great pay, 401(k) matching via Voya, and rewards that recognise your impact.
- Flexibility & balance - Flexitime, early Friday finishes, and work-from-anywhere freedom.
- Family first - Enhanced parental leave and carer days for when life needs you most.
- Career growth - Accredited learning, development programs, and space to grow your future.
- Community & impact - DE&I initiatives, volunteer days, and 100% donation matching.
Put all that together and GWI is the friendliest, most fulfilling place any of us has ever worked.
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