About the Role:

We are seeking a proactive and customer-focused Customer Success Account Specialist to serve as a key liaison between our company and our valued customers. You will play a critical role in ensuring customer satisfaction, driving engagement, and supporting business growth through strategic insights and effective account management.

Key Responsibilities:

• Be familiar with the company's major customer organizations, usage scenarios, and annual goals.
• Develop marketing campaign recommendations based on customer usage scenarios and provide customer management and marketing strategy advice through data analysis.
• Quickly understand the core of the problem and propose appropriate solutions from the customer's perspective.
• Collect customer feedback and provide it to the internal technical support team after analysis and organization.
• Serving as a bridge of communication between customers and Ideku, ensuring a pleasant and positive customer experience and increasing customer renewal rates.
• Prospect and qualify new leads from the existing merchant, manage assigned merchant accounts to ensure satisfaction and renewals.
• Achieve and exceed sales targets, identify cross selling and upselling opportunities with existing merchants.
• Stay updated on industry trends, competitor offerings, and market conditions.
• Represent the company at industry events, trade shows, and networking sessions.

Qualifications & Skills:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proven experience in customer success, account management, or client-facing roles.
• Detail oriented with a problem-solving attitude
• Exceptional communication and interpersonal skills, with the ability to build strong customer relationships.
• Experience in managing accounts, driving customer retention, and identifying upselling or cross-selling opportunities.
• Knowledge of industry trends, competitor offerings, and market conditions.
• Proficient with CRM systems and Microsoft Office Suite; familiarity with data analysis tools is a plus.