Customer Success Executive

Company Description

Netpoleon Group, established in 2000, is a leading provider of integrated security, networking solutions, and value-added services across the APAC region. The company collaborates with top-tier security vendors to deliver end-to-end cybersecurity solutions, including pre-sales, post-sales, and professional advisory services. With an equity partnership with Macnica, a global distributor of network security solutions, Netpoleon has expanded its global reach. Launched in late 2019, Netpoleon ANZ, based in Sydney, NSW, operates with a team of experienced Cyber Channel professionals and has built strong partnerships in competitive industries.

Role Description

This is a full-time, on-site role for a Customer Success Executive based in Sydney, NSW. The Customer Success Executive will focus on maintaining high customer satisfaction and retention by providing exceptional customer support and managing client accounts. Responsibilities include addressing client needs, monitoring account performance, analyzing feedback, and ensuring long-term customer success. Collaboration with internal teams to deliver solutions and enhance customer experiences is a key aspect of this role.

What you'll be doing

• Proactively manage and nurture a portfolio of strategic client accounts
• Serve as the primary point of contact for current clients, understanding their needs and goals to ensure continued and expanded usage
• Identify opportunities for growth and expansion within existing client accounts
• Coordinate with cross-functional including technical teams to ensure customer satisfaction, seamless service delivery and address any client issues
• Gather and analyse client feedback to inform product and service improvements
• Develop and implement strategic account plans to drive customer loyalty and retention
• Collaborate with the Sales team to support new business acquisition efforts

What we're looking for

• Minimum 1 years' experience in a customer-facing role, preferably in an account management or customer success capacity
• Proven track record of building and nurturing long-term client relationships
• Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels
• Strong problem-solving and analytical skills to identify and address client needs
• Familiarity with client success best practices and the ability to think strategically about account management
• Proficiency in using CRM systems and data analysis tools to track and report on client metrics
• Passion for delivering exceptional customer service and supporting client success