We are looking for a Customer Success Associate with a background in SaaS/Digital Marketing, who is passionate about the success of their customers. The ideal candidate will have a “customer-first’ mentality and a disciplined operational orientation. You will need to navigate a fast-paced environment while having a laser-like focus on ensuring customer delight, assisting with tactical day-to-day needs while building a strong internal network across stakeholders, partners and of course customers. and building strong partnerships with their internal account team and customers alike. Working well across all teams within the organization by demonstrating effective strong communication skills, organization, and bias to action follow-up skills is critical for success. Growth and development within this role would ultimately lead to future opportunities in Account Management, Sales or Customer Success for the right individual.
Your Day to Day:
Serve as a single point of contact for 5-10 Account Managers while maintaining contracts (single-year and multi-year), implement client requests and manage contracts to close.
Identify customer needs and demonstrate strong account management know-how to drive opportunities to on-time closure.
Directly align with customers during critical business cycles with a focus on renewals and expansions,
Work with Legal and Finance teams to navigate contract modifications and provisions, and execute pricing and invoice adjustments.
Navigate complex customer organizations and understand their procurement process end to end.
Strong comfort level with value-based cost structures, account/product related pricing, and discount proposals, demonstrating the ability to quickly process contractual and numerical changes.
Provide regular updates on renewal and upsell status to the Account Team and escalate to leadership as appropriate.
Maintain a high volume of activity processing contract requests and participating in existing customer outreach and follow up.
Comfortable interacting with all levels of senior leadership including c-suite executives.
Partner with the Account Team to develop and execute negotiation strategies for upsells and renewals, maximizing contract value while protecting and enhancing the customer relationship and path to value.
Partner with Account Managers to monitor customer health metrics to identify risk and successfully forecast realistic renewal rates.
Proactively communicate account/revenue risk clearly and work cross functionally to develop resolution strategies.
Why You Are the Perfect Fit:
You have a minimum of 1-3 years of experience within Sales, Account Management, Customer Success at a technology or professional services organizationor Customer Relationship Management.
You have previous experience managing a book of business and working directly with customers.
You are a leader who is goal oriented and actively seeks feedback and improvement.
You are customer focused and very proficient in communicating with individuals across a variety of levels in an organization.
You excel in problem solving and have strong analytical skills.
You are highly resourceful, entrepreneurial and driven.
Office suite/collaboration software and Salesforce/CRM familiarity experience is strongly preferred.
You have obtained a bachelor’s degree from an accredited university.