ICRON, a leading provider of Optimized Decision Making and Supply Chain Optimization software solutions, is looking for Customer Success Executive to join our team in İstanbul office.
If you interested this role we’re looking forward to you!
About the job:
- Developing customer relationship that promote retention and loyalty, ultimately improving the customer lifetime value and minimizing churn
- Performing initial on-boarding of accounts with the customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
- Hands-on problem solving, assisting customers with timely and efficient resolution of issues
- Serving as the primary interface to manage and resolve any requests, complaints, and critical situations with customers
- Identifying expansion opportunities and collaborate with sales to successfully close such opportunities
- Achieving target KPIs including but not limited to renewal rate, retention rate, monthly active users, NPS and other metrics that measure customer sentiment
- Working closely with Sales, Marketing and Product Management teams to share customer insights on the required innovation and continuous improvement around user experience, product capabilities and customer engagement processes that ensure rapid adoption, usage velocity, high renewal, and referral rates
- Performing periodic customer success reviews (weekly/monthly/quarterly) that confirm satisfaction, issues are resolved proactively, ensuring customers optimize our product usage and improve customer experience
Our Expectations:
- Having a bachelor’s or master’s degree with 3 years of experience in a customer-facing role
- Professional working proficiency in English
- Strong communication and interpersonal skills
- Experience working with executive and senior level customer contacts
- Knowledge of customer success processes
- Excellent multitasking skills across a varied set of responsibilities
- Excellent prioritization skills and an ability to make decisions quickly
- Entrepreneurial attitude with strong client management skills
- Passion for customers and delivering great service
- Ability to work effectively in teams
- Natural curiosity to learn
- Intrinsically motivated personality
- Demonstrated ability and desire to work and excel in a fast-paced environment
Who we are?
We founded in 1992, ICRON has offices in Amsterdam, Istanbul, and Singapore and an ever-expanding client base that stretches across the world and across numerous industries. Some of the world’s largest and most prestigious companies – including Şişecam, Ford, Bridgestone, Vestel, and Turkish Technic – use our software solutions.
We have a simple, but powerful, mission: to help our clients visualize, synchronize, and optimize their end-to-end supply chain operations and enable them to make optimized decisions that improve their productivity and profitability.
We will process your personal data as part of our recruitment procedures. To find out more, please consult our Disclosure Text for Employee Candidates.
