Customer Success Executive

Role Overview

The Customer Success Executive will be responsible for ensuring customer satisfaction, retention, and growth by fostering strong relationships and delivering exceptional service. This role requires a proactive approach in understanding customer needs, providing support, and identifying opportunities for further business engagement.

Key Responsibilities
Customer Engagement & Relationship Management

• Act as the primary point of contact for customers, ensuring they receive timely and effective support.
• Develop strong relationships with customers to understand their business needs and objectives.
• Proactively monitor customer usage and feedback to enhance their experience with Repro’s products and services.
• Conduct regular follow-ups and customer check-ins to ensure satisfaction.
  Onboarding & Product Support
• Guide new customers through the onboarding process, ensuring a seamless transition.
• Train customers on Repro’s software, office equipment, and digital solutions.
• Address customer concerns and troubleshoot issues, coordinating with the technical support team when needed.

Retention & Growth

• Identify upselling and cross-selling opportunities to expand business within existing accounts.
• Monitor customer renewals and proactively address potential churn risks.
• Gather customer feedback and work with internal teams to improve products and services.

Collaboration & Reporting

• Work closely with sales, marketing, and technical teams to deliver customer-focused solutions.
• Maintain accurate records of customer interactions, feedback, and support activities.
• Provide regular reports on customer success metrics and improvement strategies.

Key Qualifications & Skills

• Bachelor’s degree in Business Administration, IT, Marketing, or a related field.
• 2+ years of experience in customer success, account management, or a related role.
• Strong understanding of office equipment, IT solutions, and software services.
• Excellent communication and interpersonal skills.
• Ability to analyze data and customer feedback to drive business decisions.
• Problem-solving mindset with a proactive approach to customer challenges.
• Familiarity with CRM tools and customer success software is a plus.