Customer Success Representative
A locally owned, B2B technology company is looking for an enthusiastic Customer Success Representative to join their team! As the Customer Success Representative, you are responsible for managing and growing an existing book of B2B enterprise-level accounts through meeting customer retention goals and growth targets. This position should demonstrate an understanding of the ‘dedicated account representative’ business model.
Essential Duties and Responsibilities (other duties may be assigned)
Reach account retention and expansion goals
- Follow a strategic sales plan and methodology that protects the company customer base
through retention, while also expanding it through upselling, cross-selling and referrals.
- Onboard new customers with demo walk throughs, helpful tips, question and answer sessions and content suggestions.
- Follow up with each customer throughout the contract period with various touches according to a specific schedule to help the customer use the service and feel important and valued.
- Renew each contract, from fee increases and additional services to overcoming cancellation objections and ensuring customers receive contract renewals 60-days in advance.
- Track all conversations and activities in the company CRM.
- Present sales, revenue and forecasts to the manager.
- Follow KPIs in order to earn the highest commission percentages.
- Interact with other departments as needed to ensure the customer receives the highest level of service and production value in audio content and technical assistance.
Qualifications
- Bachelor’s degree and/or a minimum of five years of sales
- Ability to write reports and business correspondence. Ability to effectively present, persuade, negotiate information, and respond to questions from groups of executives, managers, employees, and customers.
- Ability to accurately calculate figures and amounts such as discounts, interest, commissions and percentages; ability to analyze and interpret data.
- To perform this job successfully an individual should have knowledge of Microsoft and Google Drive products and WebEx. Knowledge of Membrain, Keap/Infusion, or SignNow experience is a plus.