About KodeKloud:
KodeKloud is a fast-growing EdTech Startup in DevOps and Cloud Computing that provides a unique and innovative learning experience, with high-quality course content and hands-on labs to ensure an effective and fun way to obtain new skills in complex technologies. We are #4 on Strait’s Times’ List of Singapore’s Fastest Growing Companies in 2024. We love informal settings and ambitious goals, and are looking for people that vibe the same!
Position Overview:
We're on the lookout for a highly motivated and experienced Customer Success Executive (CSE) to join our growing team. The ideal candidate should have a background in high-performance B2B Edtech/SaaS Customer Success (2 years and above), be familiar with metrics such as engagement rate, GRR, NRR and passionate about DevOps and Cloud Computing. The CSE will play a crucial role in ensuring our clients derive maximum value from our products and services. This is a fully remote role with a global team and clients (US/EU). Experience in handling international accounts would be advantageous.
Responsibilities:
1. Ownership of CS process for assigned accounts:
- Responsible for Customer Engagement, Retention and overall assigned account success
- Guide new customers through a seamless onboarding process, ensuring long term engagement and identify expansion opportunities
- Conduct training sessions to familiarize customers with the effective use of our products and services.
2. Account Management:
- Cultivate and maintain strong, long-lasting relationships with key customers.
- Keep a hawk's eye on customer accounts, smoothing out any bumps in the journey.
- Collaborate with cross-functional teams to ensure customer needs are met.
- Promote high engagement and utility of licenses as indicators for renewals and expansions.
3. Customer Support:
- Be the superhero of customer inquiries
- Team up with our support squad to solve problems
- Reply to customers faster than they can say "help!"
4. Product Knowledge and Feedback:
- Know our products inside out – you'll practically be a walking user manual.
- Share customer insights with our tech wizards for constant improvement.
5. Renewals:
- Be fully responsible for the account renewal process and figures of assigned accounts.
- Monitor customer subscription renewals using Stripe and HubSpot, ensuring a high renewal rate.
6. Data Analysis:
- We’re looking for someone great with Data! Utilize various tools such as HubSpot, Metorik, Mixpanel to analyze customer data and trends.
- Generate reports and insights to inform decision-making and strategy.
7. Customer Advocacy:
- Turn happy customers into our biggest fans – think case studies, testimonials, and more!
Qualifications:
- 2-5 years relevant experience, preferably as a Customer Success Executive in Edtech, SaaS (B2B). Experience from similar companies/product/space preferred.
- Familiarity with CRM tools such as HubSpot.
- Positive vibes, killer communication skills, and a dash of problem-solving wizardry.
- Ability to dance through challenges in a fast-paced environment.
- Results-driven with a passion for making customers grin.
- Ready to learn new tools and tech – we're all about growth!