Customer Success Executive

Customer Success Executive

Reports To:
Director of Sales

A
Customer Success Executive
is a professional responsible for guiding newly acquired customers through the initial stages of customer onboarding, ensuring seamless experience, customer intimacy, and setting the foundation for long-term retention and success. They serve as the primary point of contact during this critical phase, acting as a bridge between customer and company.

Primary Goals

• Create a Seamless Experience:
  Ensure the initial interactions with the company and product are smooth, positive, and inspire confidence.
• Reduce Time-to-First-Value (TTFV):
  Help customers experience the "personal touch" and realize the value we provide as quickly as possible.
• Drive Customer Adoption:
  Ensure customers understand how to contact us, provide social media outlets.
• Build for initial customer relationship building:
  A strong start significantly reduces customer churn and lays the groundwork for loyalty and potential upgrades.

Responsibilities and Duties:

• Act as the primary contact for new acquired customers, answering questions and providing personalized support.
• Conduct invoice walk through.
• Assist with account setup, configuration, and technical implementation, troubleshooting issues as they arise.
• Understand customer needs and business objectives to create a tailored onboarding communication plan.
• Monitor customer progress and track milestones using CRM or project management tools to ensure a timely and efficient process.
• Collaborate with sales, operations, billing and support teams to ensure a cohesive customer journey and smooth handoffs.
• Collect and relay customer feedback to necessary team for continuous improvement of the product and the onboarding process.

Knowledge, Skills & Abilities:

• Ability to build rapport and professionally interact with customers, internal teams, and leadership to support a successful onboarding experience.
• Strong communication skills with the ability to explain complex information in a simple, customer-friendly manner.
• Demonstrated empathy, emotional intelligence, and active-listening skills to support a positive customer relationship.
• Ability to analyze customer needs, identify issues, and recommend effective solutions.
• Strong organizational and project-management skills, including the ability to manage multiple onboarding processes in a fast-paced environment.
• Ability to adapt quickly to changing customer needs, internal processes, and business priorities.
• Ability to collaborate across departments to ensure information accuracy, process consistency, and customer satisfaction.
• Proficiency with CRM systems, customer success tools, and basic technical troubleshooting.
• Understanding of waste-management services and recycling operations or the ability to quickly learn and retain industry-specific knowledge.
• Ability to complete tasks and follow through with minimal supervision.
• Ability to work effectively within a team environment and support continuous improvement initiatives.

Qualifications:

• Minimum of 2 years of experience in a customer-facing role such as Customer Success, Customer Support, Account Management, or Sales.
• Demonstrated experience guiding customers through onboarding processes or similar structured programs.
• Proficiency with CRM or customer success software systems.
• Strong written and verbal communication skills.

Preferred Qualifications:

• Experience in the waste-management, recycling, or environmental services industry.
• Experience managing multiple accounts or high-volume customer onboarding programs.
• Formal training or certification in customer success, project management, or related fields.

CARDS Inc. and its majority-owned subsidiaries and affiliates offer a competitive base salary, opportunities for incentive pay, and a comprehensive employee benefits package. Please submit your resume for consideration. Only applicants meeting minimum qualifications will be contacted for an interview.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.