Client Success Executive
London
Commercial – EMEA /
Perm Full time Employee /
Hybrid
Are you prepared to explore the ever-changing landscape of global commodity prices, forecasts, and market intelligence? Expana is a leading independent provider of this data for the food, consumer packaged goods (CPG), and capital goods industries. We offer our data and insights through various cloud-based SaaS products, as well as APIs and Data Feeds.
Join us in contributing to our continued success!
Expana is expanding rapidly, and we’re looking for a dynamic Client Success Executive to ensure our clients receive exceptional value from our services. From onboarding and training to ongoing support and relationship management, you will be the key contact for clients, guiding them to maximize their investment and become long-term partners. Collaborate closely with sales and product development teams, identify new opportunities, and ensure client satisfaction is at the highest level.
Responsibilities
- Client Management: Oversee a portfolio of clients to maximize their ROI and ensure a seamless experience with Expana.
- Onboarding & Adoption: Facilitate smooth onboarding, training, and adoption of Expana’s platforms to help clients fully understand and utilize the service.
- Relationship Building: Proactively engage with clients to understand their business goals and key performance indicators, translating insights into actionable successes.
- Client Health Monitoring: Continuously monitor client satisfaction and take immediate action to address any issues or concerns.
- Communication: Maintain regular contact with clients to provide best practices, share successes, and discuss business results.
- Account Tracking: Keep organized, detailed records of client interactions and feedback to update management teams and support ongoing improvements.
- Problem Resolution: Provide daily support to resolve system issues and answer client questions promptly.
- Opportunity Identification: Work closely with the sales team to identify and pursue additional opportunities within client organizations.
- Compliance: Ensure adherence to ISO 27001 standards by attending required training and maintaining necessary documentation.
Skills & Qualifications
- Minimum of 1 year in a client success or account management role within a B2B subscription-based environment.
- Strong understanding of business service software and its benefits.
- Excellent verbal and written communication skills, with confidence in phone interactions and presenting to groups.
- Proficiency in French, German, Italian, or Spanish is advantageous.
- Self-starter with the ability to meet deadlines, highly organized, and detail-oriented.
- Highly motivated, resourceful, and results-driven.
- Exceptional social skills, friendly, outgoing, and adept at building rapport with clients from middle management to C-suite.
- Ability to manage multiple projects effectively and solve problems analytically.
- Experience with Salesforce, customer success software, and health scoring is a plus.
Core values such as trust, transparency, creativity, and ownership define our brand and company culture. These qualities are what we seek in our teams as well. Your unique communication style and optimistic vision will inspire harmony with colleagues, customers, and business partners. Your commitment to excellence and strong relationship skills are also valued. Positive energy and strategic skills are key to succeeding at Expana. We value both individual success and collaboration, seeking dynamic team players who think outside the box. Everyone's development is integral to our collective success, so we foster and support each person's strengths and talents.
In return for your hard work and dedication, we offer fantastic rewards. Please note that we operate with an agile working model, allowing for remote work and occasional travel to our offices.
It is important to mention that we use E-Verify with third-party suppliers in our hiring practices to ensure compliance with employment laws.
