Customer Success Executive - Prevention and Retention
You will help create sustainable processes that ensure our customers are not just satisfied, but thrilled with our services, leading to strong retention and lasting loyalty.
In this crucial role, you will contribute to the success and continuity of our Key and Managed accounts. Your proactive efforts in monitoring account health, enhancing customer experiences, and promoting retention will have a direct influence on our company's growth and revenue. By collaborating closely with Customer Success Managers and various teams, you'll be instrumental in nurturing robust customer relationships and driving success for everyone involved.
Account Health Checks:
- Conduct regular and thorough account health assessments for Key and Managed accounts
- Identify opportunities for improvement and growth, proactively addressing potential issues
- Proactively manage unearthed customer-impacting issues to a resolution to safeguard the portfolio
- Identify at-risk accounts and formulate action plans to mitigate churn risks
Customer Experience Enhancement:
- Act as a trusted partner for our Managed and Key Accounts – building rapport with key contacts
- Collaborate with Customer Success Teams to create exceptional customer experience
Cross-Functional Collaboration:
- Work closely with cross-functional teams to align strategies and ensure a unified customer experience
- Remain considerate of all workstream business objectives and commercials
Customer Advocacy and Feedback Loop:
- Identify customer advocates within the portfolio to leverage their support in driving growth and referrals
- Gather customer feedback and share it with relevant teams for improvement and service enhancement
- 23 days' holiday + Bank Holidays
- Company Pension scheme
- Company Sick Pay (after qualifying period)
- Cycle to Work scheme available
- Employee rewards and discounts
- Option to join Health Care Cash Plan
- 24/7 365-day access to Employee Assistance Programme through Health Assured
- Access to on-going learning and development with our online learning platform
- Free onsite parking
- Life Assurance
Average salary estimate
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As a Customer Success Executive - Prevention and Retention at our company, you'll be at the heart of ensuring our customers are not just satisfied, but genuinely thrilled with our services. This pivotal role is all about creating sustainable processes that lead to strong retention and long-lasting loyalty from our Key and Managed accounts. Your proactive approach will include conducting thorough account health assessments, where you'll identify growth opportunities and address potential issues before they arise. By maintaining excellent relationships with our clients, you'll be instrumental in enhancing their overall experience and promoting a culture of retention. You'll work alongside our dedicated Customer Success Managers and various cross-functional teams to create exceptional customer experiences that align with all business objectives. Your ability to identify at-risk accounts and devise actionable plans will play a crucial role in safeguarding the portfolio. Moreover, by gathering customer feedback and acting as a trusted advisor, you’ll help drive both growth and customer advocacy. With offerings such as 23 days' holiday, a company pension scheme, and opportunities for ongoing learning, this position is designed not only to impact customer satisfaction but also to grow your career in a supportive, rewarding environment.
Culligan is an American water treatment company specializing in water softeners, water filtration systems and bottled water for residential, commercial, and industrial consumers. Culligan is located in Rosemont, Illinois.
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