Job Description

Customer Success Management:

:
As a Customer Success & Upselling Executive at Eleanor Technologies, you will play a key role in building and maintaining strong relationships with our clients. You will be responsible for ensuring that our customers derive maximum value from our products, while identifying opportunities for upselling and expanding our business with existing clients. You will work closely with both the customer and sales teams to ensure customer satisfaction, retention, and growth.

Responsibilities:

• Act as the main point of contact for assigned customers, ensuring they have a smooth onboarding experience and that they are consistently satisfied with our products and services.
• Proactively engage with customers to understand their business needs, goals, and challenges, and provide tailored solutions to help them succeed.
• Monitor customer health and track product usage to identify opportunities for improvement and provide recommendations to maximize value.
• Conduct regular check-ins with clients to ensure they are getting the most out of our software and services.

Upselling & Cross-Selling:

• Identify and capitalize on upselling and cross-selling opportunities within the existing customer base by introducing them to new features, products, or services that align with their business needs.
• Collaborate with the sales team to develop tailored upselling strategies, ensuring customers are aware of relevant products or services that can add value to their operations.
• Use consultative selling techniques to foster long-term relationships with clients, positioning Eleanor Technologies as a trusted partner for their business growth.

Customer Retention & Satisfaction:

• Ensure high levels of customer retention by providing exceptional service, addressing any concerns or issues promptly, and resolving problems to ensure customer satisfaction.
• Collect and act on customer feedback, identifying areas of improvement and driving product or service enhancements based on customer needs.
• Work closely with the product and development teams to ensure customer feedback is communicated and addressed effectively.

Reporting & Metrics:

• Track and report on key customer success and upselling metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), retention rates, and upsell revenue.
• Provide insights and recommendations based on customer interactions and performance data to improve customer experience and drive business growth.

Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proven experience (typically 2+ years) in customer success, account management, or sales, preferably in a SaaS or tech environment.
• Strong understanding of customer relationship management and consultative selling techniques.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients.
• Demonstrated ability to upsell or cross-sell products and services to existing customers.
• Strong problem-solving skills and a customer-first mindset.
• Ability to work independently and as part of a collaborative team in a fast-paced, results-driven environment.
• Experience with CRM tools (Salesforce, HubSpot, or similar) is a plus.
• Familiarity with the logistics, warehousing, or procurement industries is an advantage, but not required.

Why Join Eleanor Technologies?

• Be part of a dynamic and growing company with a focus on innovation and customer success.
• Opportunity to directly impact customer satisfaction and business growth through upselling initiatives.
• Work in a collaborative and supportive environment with opportunities for career advancement.
• Competitive compensation and performance-based incentives.

Job Types: Full-time, Permanent

Pay: From ?200,000.00 per year

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Paid sick time
• Paid time off

Schedule:

• Day shift
• Fixed shift
• Monday to Friday
• Morning shift

Supplemental Pay:

• Commission pay
• Joining bonus
• Overtime pay
• Performance bonus
• Quarterly bonus
• Shift allowance
• Yearly bonus

Work Location: In person