Customer Success Executive - B2B Accounts

Job Responsibilities

Position Title: Customer Success Executive – B2B Accounts

Department: Commercial Department – Bonded Zone | Reports To: Senior Business Development Manager

Job Purpose

To support business growth and customer relationship management by handling customer inquiries, following up on business opportunities, maintaining CRM discipline, coordinating account activities, and supporting sales reporting in line with the approved department structure.

Key Responsibilities

• Manage customer inquiries and follow up on potential business opportunities.

• Maintain and update all leads, opportunities, meetings, follow-up actions, and customer communications in CRM.

• Coordinate customer meetings, site visits, and account follow-up activities.

• Follow up with customers on submitted quotations, pending decisions, and renewals.

• Support the development of key accounts and identify upselling and cross-selling opportunities.

• Coordinate internally with Commercial, Operations, and Finance to ensure timely response to customer requirements.

• Support account continuity and maintain regular communication with assigned customers.

• Escalate any customer, operational, or coordination issues affecting opportunity progress or account continuity.

• Assist in preparing the Sales Pack and related monthly reporting inputs.

• Ensure full compliance with CRM discipline and reporting requirements.

Role Boundaries

• The role does not include approval of discounts, special rates, or non-standard terms.

• All quotations and contractual matters shall remain under the Commercial function and required approval process.

• The role shall focus on customer follow-up, account coordination, business opportunity support, and CRM management.

Expected Deliverables

Weekly

• Updated pipeline and account follow-up status.

• Key customer meetings and follow-up log.

• Top blockers affecting opportunities or account continuity.

Monthly

• Sales Pack inputs including pipeline movement.

• Won/lost opportunities and reasons.

• Key account updates.

• New opportunities and expected business volume.