Customer Success Representative

As a Customer Success Representative, you will work directly with the Director of Customer Success. Ultimate success is measured by rapid and increasing customer engagement with our new and existing customers. Customer Success is absolutely vital to our long-term success as an organization. As such, we strive for the overall effectiveness of the on-boarding, integration, internal coordination, as well as ongoing product development with our customers. This role is client-facing and requires a strong communicator.

Your Personality

 

We are seeking an engaging and motivated customer success representative, driven to make a difference in the way companies connect with each other. You must be able to effectively communicate the value of our products in order to quickly gain credibility and build strong relationships. You should have a passion for making the industry’s leading organizations more productive and efficient. Most importantly, you must have a sincere desire to serve others by always demonstrating a ‘customer first’ mentality.

     

                                                      

Your Role

 

  • Partnering with the Sales team to onboard new customers. Engaging customers to identify proper adoption of all potential users.

  • Training new and existing customers on the use of product both in the onboarding process and throughout the lifetime of the customer journey.

  • Customer Engagement Support to ensure that a representative of the company will always be available for any needs a customer may have.

  • Will address all renewals and proactively manage customer engagement in order to reduce churn. Utilize standardized interventions to address a customer’s problem before the customer knows there even is a problem.

  • Customer success will have up-sell opportunities to deepen the relationship and user base of a customer.

  • Maintain operational metrics and KPIs set by the director, and strive to continually improve them.

  • Handle customer challenges in a tempered approach both externally and internally.

  • Expand into new business within an existing customer base.

  • Provide insight to the customer through commercial conversation, teaching customers something new/valuable about how to compete in their market through our products.

  • Responsible for logging all activity into the Customer Relationship Management sales tool.

  • Evaluate customer base and future business opportunities to ensure and validate efficient strategy, growth, and profitability.

  • Responsible for 50 touch calls daily.

  • Aid in the handoff from Sales to Customer Success.

  • Provide exceptional service and delivery at all times.

  • Ability to utilize and navigate required software (i.e. GoToMeeting).

  • Must be able to work with autonomy.

  • Proactive work ethic to ensure ‘best in class’ service. Run at a problem.

 

Your Qualifications

  • BA/BS degree or equivalent business experience. 

  • 1­-2 years' experience in a customer success position. 

  • Experience in leading customer-facing organizations (e.g. Customer Success and/or services function and implementing SaaS solutions). 

  • Working knowledge of CRM, SaaS Software, or enterprise-wide specific solutions is preferred.

  • Software or early-stage technology experience preferred.

  • Ability to actively listen, hear, and understand what is said and not said.

  • Ability to persuade and influence, using appropriate interpersonal styles and communication methods to gain acceptance of thoughts, plans, activities, services, and products.

  • Track record of proactively resolving escalated client service issues while sharing insights appropriately with our organization.

  • Strong empathy for customers and a passion for revenue and growth.

  • Analytical and process-oriented mindset.

  • A demonstrated desire for continuous learning and improvement.

  • Experience of establishing effective customer support practices at SaaS companies.

  • Excellent communication and presentation skills.

Rig CallOut Offers

  • Competitive salary + bonus.

  • Flexible PTO policy.

  • Medical/eye/dental coverage! 

  • A fast-paced, exciting, collaborative, and rewarding environment.

  • Early-stage startup in a massive emerging market.

  • Ongoing investment in Training & Development.

  • Strong Collaborative team environment.

  • We're obsessed with finding a better way.

  • We believe that in order to go far, we must go together as a team!

 

Pre-Employment drug screens & proof of employment eligibility are required for any position offered.

  • Equal Opportunity Employer M/F/D/V

White RCO Pin - Web.png
  • Phone
  • Email
  • LinkedIn
  • Twitter
  • Facebook
  • YouTube

PO Box 350   |   Saint Louis   |   MO   |   63073

© 2017-2019 CallOut. All Rights Reserved.