Hiring Customer Success Executive

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About

Job Description

EnactOn provides business solutions to the affiliate industry with software development and SaaS service. We’re currently serving 40+ countries with 200+ customers.

EnactOn places customers as our absolute foremost priority. We want our customers to not only experience the best customer success in the industry but also to encounter the best customer experience they’ve ever had. You’ll help customers unlock their potential and raise the bar of serving customers in the affiliate software industry.

We are looking to hire a customer success executive (CSE) from a software/IT background. As a CSE you are expected to provide technical support, demo, feature training to customers with the goal to keep customers satisfied during the project and after-sales. This role involves creating detailed technical documentation, product tour videos for YouTube, recording quick loom videos, handling support tickets on CRM and email,, etc.

Key Responsibilities as a Customer Success Executive

  • Creating a sustainable relationship with customers who have already purchased software with extraordinary & proactive support.
  • Identify initiatives to maintain and manage customer expectations and satisfaction, as well as encourage product utilization and growth.
  • Lead training for customers, explaining our software or SaaS platform features/functionality and answering their business or technical questions.
  • Participate in the assessment of the quality & effectiveness of customer interactions.
  • Build, grow, and expand client relationships at all levels and across various functional areas of the organization.
  • Hold product demonstrations for customers.
  • Handle and resolve customer requests and complaints.
  • Manage the projects with internal developers by collaborating actively with clients.
  • Have a handover session with client for quickly understand product and get started with their configuration to go live.
  • Mediate between clients and the organization.
  • Articulate insights from our customers to our product, development, and marketing teams to help shape EnactOn into an industry leader.

Requirements for a Customer Success Executive Candidate

  • Graduate in engineering or equivalant degree
  • Strong organization and presentation skills
  • Self-driven and proactive nature.
  • Excellent communication and interpersonal skills.
  • Demonstrate leadership qualities.
  • High computer literacy and ability to quickly learn new software.
  • Knowledge of customer success processes.
  • Experience in document creation.
  • Patient and active listener.
  • Passion for service.

Soft Skills

  • Proficiency in English
  • Efficient taskmaster
  • Self-reliant and quick learner
  • Convey effectively with all task progress, evaluations, suggestions, schedules along with technical and process issues
  • Creative and efficient problem solver
  • Strong critical & logical thinking.
  • Effective negotiator
  • Highly organized, neat, and structured

You have very higher chances of grabbing this position:

  • If you have been part of the team that has developed a SaaS platform
  • If you take initiative and work independently.
  • If you have prior experience working with clients internationally.
  • If you have a University degree or equivalent.

Recruiting Process at EnactOn

You’re considering applying for a job. What happens next? Learn more about your upcoming recruiting journey.

1

Submit an application

Our recruiting team will review your application and take a follow-up within a week about whether we will look forward to your application.

2

Recruiter phone interview

The recruiter will set up a phone call to know more about you and answer your questions. You should not expect any feedback at this stage.

3

Assessment

You may receive a content assignment depends on the position you’re applying for. It gives a better idea of what a job is like.

4

Face to Face Interview

You will interview with Enacters who have prepared to ask you thoughtful questions. It’s only for the candidates who cleared the assessment.

5

Decision Stage

After a detailed brief, you receive an offer. If not, we provide candidates with thoughtful feedbacks for future interviews.

6

Onboarding

After you accept an offer, our recruiting team will guide you through the onboarding process.

Enacton

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