Technical Account Executive

WHO WE ARE

Hey there We are Paismo, a fast-paced, growing HR tech / fintech startup backed by top global investors with an international team across Pakistan, United States, Mexico and Ethiopia. Our mission is to change the way we manage, grow, pay, and up-skill workers around the globe

We have an amazing talented team and we're looking to add a Technical Account Executive as part of our Customer Experience (CX) Department to our onsite team in Lahore (Gulberg), Pakistan. If you're interested in working in a fast paced, highly talented team and you love pushing the envelope, then we'd love to talk to you.

RESPONSIBILITIES

• Onboarding: Guide new customers through the onboarding process, helping them set up and configure their requirements within the Paismo product to meet their specific needs and goals.
• Relationship Management: Build and maintain strong relationships with customers, acting as their primary point of contact. Understand their pain points, challenges, and success criteria.
• Customer Advocacy: Serve as the voice of the customer. Advocate for customer needs, feedback, and feature requests to relevant internal teams such as product development, sales, and marketing.
• Training and Education: Provide training sessions and educational resources to ensure customers understand how to use the product effectively. Help them leverage advanced features to maximize value.
• Proactive Support: Anticipate and address customer issues or concerns before they escalate. Proactively reach out to customers to offer assistance, share best practices, and troubleshoot potential problems.
• Customer Health Monitoring: Monitor key metrics and indicators to assess the health and satisfaction of your customers. Identify at-risk customers and develop strategies to mitigate churn.
• Renewal Management: Work closely with the sales team to renew customer contracts. Demonstrate the value of Paismo, address any concerns, and negotiate terms as needed to ensure customer retention.
• Upselling and Expansion: Identify opportunities to upsell additional products or services that align with the customer's evolving needs and goals. Explore expansion opportunities within existing accounts.
• Feedback Collection: Gather feedback from customers through surveys, interviews, and regular check-ins. Use this feedback to drive product improvements and enhance the overall customer experience.
• Performance Reporting: Generate reports and metrics to track customer success outcomes, such as adoption rates, retention rates, and customer satisfaction scores. Use this data to measure progress and identify areas for improvement.
• Cross-functional Collaboration: Collaborate with other teams within the organization, including sales, marketing, product development, and support, to ensure a cohesive and positive customer experience across all touch points.
• Continuous Learning: Stay informed about industry trends, best practices, and new technologies related to customer success management. Continuously seek opportunities to improve your skills and knowledge.

Role Description

This is a full-time on-site role for a Technical Account Executive located in Lahore. The Account Executive will be responsible for managing new and existing client relationships, driving customer satisfaction, and retention.

Qualifications

• Excellent communication and interpersonal skills
• Strong sales and negotiation skills
• Ability to work in a fast-paced environment and manage multiple clients
• Experience in customer service and account management
• Proficiency in Microsoft Office and CRM tools
• Bachelor's degree in Business Administration, technical field, or related field
• Experience in HR or Payroll industry is a plus
• Ability to speak professional English is a plus

MINIMUM REQUIREMENTS

• Proven 0 - 1 years experience as an executive of client accounts
• Proficiency with ticket management, service management, SLAs/escalation policies
• Excellent problem-solving skills and attention to detail.
• Ability to work effectively in a fast-paced, collaborative team environment.
• Strong communication and interpersonal skills.
• Ability to work full-time (40 hours/week) at our Gulberg (Lahore) office

PREFERRED SKILLS

• Go getter, self-starter mentality

OUR CULTURE

• We are a global team of iterative, growth minded individuals
• We are accountable, committed to our goals
• We are problem focused and transparent in actions towards achieving goals
• We are team players, honest and caring for each other
• We thrive in environments that enable us to speak up and push for the overall mission of the company, which is to redefine the way workers globally are managed, earn, and grow

INTERVIEW PROCESS

• Candidate is hired upon satisfactory background check.