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General information

Customer Success Executive

Job description

The Customer Success Executive is remotely responsible for customer retention and driving customer satisfaction related to online operating model. He/She is also responsible for leading post-sales efforts like owning customer renewals, and developing up-sell opportunities.

Job Family

Client Development

Type of Contract


Location Job

EUROPE, Spain, Madrid



Key activities & Tasks

    -Negotiating and closing renewals with territory customers
    -Identifying, managing, and closing up-sell opportunities among territory customers.
    -Driving adoption and usage of the Arkadin service with marketing team.
    -Educate Customer into Arkadin's Online Standard Processes
    -Working with customers to ensure they are leveraging the solution effectively and using best practices.
    -Tracking and reporting on customer health and deliver different outreach programs
    -Monitoring and identifying usage trends in order to uncover renewal risks, while supporting greater adoption rates.
    -Working closely with online Business Development Executive/Premium BDM team on potential Cross-sell opportunities within your existing customer base.
    -Developing and maintaining deep expertise of Arkadin online products and best practices to provide value to customers.
    -Independently manage the entire sales cycle.
    -Maintain accurate records within the company's sales database.
    -Demonstrate accurate forecasting and maintain a healthy sales pipeline.
    -Perform other assigned tasks as requested.

Core skills & requirements

    -Bachelor's Degree
    -Previous experience in sales accounts management. Telesales experience is a plus.
    -Gravitas, presence and strong interpersonal skills to build strong and lasting relationships at all levels
    -Thorough knowledge of all aspects of cloud services market is desirable.
    -Proven experience implementing customer retention initiatives, achieving high retention rates and customer satisfaction.
    -Good presentation, written and oral communication skills.
    -Very structured working methodology, ability to deal with several different activities in parallel.
    -Able to anticipate and identify not defined problems/issues.
    -Strong team player, tenacious, and result-driven.
    -Proficient in all Microsoft Office applications and
    -Language requirements: Depending on territory assignment

Key expected results (deliverable, KPI's)

    -Exceed quarterly and yearly revenue targets
    -Own overall relationship with territory clients, which include :
    -Renewal: Negotiate commercial terms to migrate customers to online offers and focus on top customers.
    -Adoption : work closely with marketing team to increase revenue within existing client by expanding usage
    -Customer Satisfaction: Educate & manage customer's enquiries by transferring requests to the right department.
    -Upsell: Work to identify and/or develop upsell opportunities.
    -Identify, qualify and influence new projects around Unified Collaboration/Communication within territory for Premium segment.