Customer Success

  • The Execution Officer at NILA plays a key role in enhancing product adoption

    and ensuring the success of new customers through a deep understanding of NILA’s products and

    services. This specialist welcomes new customers, collaborates with CSMs to deliver a seamless

    onboarding experience, and guides customers through product tours, setup, and implementation.

    As a critical part of the customer success journey, the Execution Officer ensures a positive initial

    experience that lays the foundation for long-term customer satisfaction and retention.

  • • Onboarding Meetings & Demos: Conduct onboarding meetings, product tours, company

    presentations, and product demos with new customers to familiarize them with NILA’s offerings.

    • Understand Customer Goals: Work to understand customers' specific contexts,

    objectives, and success metrics, providing tailored product guidance to help achieve these

    goals.

    • Product Setup & Education: Educate customers on optimal product setup and provide

    guidance for configuring features to enable quick, successful use of NILA's platform.

    • Removing Roadblocks: Address and resolve any issues that may prevent customers from reaching their goals, including product challenges, implementation issues, or knowledge gaps.

    • Drive Product Adoption & Retention: Engage customers to enhance product adoption, increase retention, and build positive relationships that foster loyalty.

    • Customer Support Collaboration: Work alongside the support team to address customer issues and requests, ensuring a smooth and cohesive experience.

    • Resource Development: Develop and distribute materials, resources, and best practices to help customers achieve their desired outcomes more effectively and efficiently.

  • • Bachelor’s degree in any field.

    • Experience: Minimum of 1 year in customer communications, customer service, sales, account management, or customer success. Customer success training or certifications are a plus.

    • Empathy & Emotional Intelligence: High levels of empathy and emotional intelligence, with the ability to understand and address customer concerns effectively.

    • Communication & Listening: Strong communication skills, with the ability to understand and follow customer narratives to address their points of view and solve issues.

    • Problem-Solving & De-escalation: Skilled in de-escalating challenging situations and maintaining positive, goal-focused customer relationships.

    • Allowance for Traveling, Accommodation, and Food

    • Telephone expenses coverage

    • Group Insurance

    • Access to Fitness Club (Atrium Club at Tipco Tower)

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