Client Success Executive

Summary

Join ZigZag Global, an award-winning eCommerce returns business, as a Client Success Executive and contribute to their growth by developing existing client relationships. You will be responsible for a shared portfolio of accounts, ensuring smooth day-to-day operations, monitoring performance, and identifying opportunities. This role involves client onboarding, preparing and leading review meetings, creating commercial proposals, and identifying upselling opportunities. You will be exposed to all areas of the business and have a visible profile within the team.

Requirements

• Account Management and client focused solutions experience
• Proficient in Microsoft Office suite
• Excellent attention to detail
• Ability to manage multiple projects and relationships simultaneously
• Strong analytical and problem-solving skills, with a customer centric approach to resolutions
• Strong commercial acumen and negotiation skills
• Professional client facing skills, including confidence in presenting to senior stakeholders
• Self-motivated, driven and tenacious
• Passion for Continuous Improvement: Embody a commitment to continuous improvement, actively seeking opportunities to learn and grow both personally and professionally
• We before Me Collaboration: Prioritize collective success over individual achievements, demonstrating a "We before Me" attitude in collaborative projects and team goals
• Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles

Responsibilities

• Be the key point of contact for a shared portfolio of clients
• Ensure the smooth day-to-day running of accounts: raising, resolving or escalating issues as appropriate and relentlessly chasing down results
• Perform weekly, monthly and quarterly retailer routines to monitor performance and identify risks, issues and opportunities and ensure retailers are trading to profile
• Support Client Onboarding in the successful handover of new clients from hypercare to business-as-usual trading
• Prepare, shape and lead client review meetings, prepare updates and take ownership of actions
• Prepare commercial proposals to support ongoing client contract renewals
• Monitor and report on key insights relating to contact volumes by client and work in collaboration with Global Customer Support team to identify and escalate issues
• Confidently monitor and proactively improve the commercial standing of the client portfolio, through monitoring trends and capitalising on revenue opportunities and identifying areas of potential exposure
• Identify opportunities to upsell additional services to clients
• Demonstrate a willingness to go above and beyond the key responsibilities of the role

Preferred Qualifications

Logistics/SaaS Sector experience is preferrable

Benefits

• 20 days holiday plus bank holidays
• Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Collaborative working environment
• Remote or hybrid work options
• Healthcare insurance with dental service included
• Food vouchers (200 BGN/month per person)
• Option for a Multisport card at a discounted price
• Option for a Parking card at a discounted price for our office in Varna
• Annual L&D budget and time to utilize it
• Mental Health Support
• Employee referral bonus scheme
• Company-sponsored certifications and courses
• Office Equipment Budget