Lead the Delivery & Customer Success team at Optiml, ensuring client value through complex software implementations and efficient operations. Executive collaboration for enterprise clients in real estate and energy.
About the role
- Customer Success Executive at AURA enhancing B2B customer relationships and ensuring exceptional service experience. Collaborate with cross-functional teams to drive adoption and growth.
Responsibilities
- Develop and maintain strong, long-term relationships with key stakeholders and senior management within customer organisations
- Act as the primary point of contact, ensuring seamless communication and resolution of customer queries
- Advocate for customers by understanding their needs and providing feedback to internal teams to enhance products and services
- Define, implement, and optimise customer success playbooks and adoption strategies tailored to different customer segments
- Drive customer expansion by identifying upselling and cross-sell opportunities to increase revenue for both AURA and its partners
- Manage the onboarding of new customers, coordinating with cross-functional teams to ensure smooth integration and adherence to timelines
- Provide training and guidance to customers on AURA’s solutions, enabling effective adoption across their business units
- Work closely with internal teams, including Marketing, Sales, Product, Technology, and Core Operations—to execute customer success strategies
- Share insights with the Tech team regarding potential product enhancements based on customer feedback
- Maintain regular check-ins and status updates with customers, ensuring key metrics and adoption targets are met
- Analyse customer data to drive strategic decisions and continuously improve customer satisfaction
Requirements
- A tertiary degree in Business, Marketing, or a related field
- Customer service experience
- Strong presentation & communication skills
- Data-driven with strong customer analysis and strategic solution skills
- Managing and growing key customer accounts
- Drive adoption and retention strategies
- Lead strategic customer initiatives
- Ability to work independently in a fast-paced environment
- Industry experience in security, technology, or SaaS is advantageous
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