Customer Success Representative

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The right candidate will work with our customers ensuring adoption and usage and overall client satisfaction. You should be an excellent communicator that relishes daily customer interaction via conversations, strategy sessions and training. Responsibilities include, but are not limited to, managing the customer life cycle that includes onboarding, at risk management, continued education and engagement. You must be customer-focused, organized and have the ability to multitask in a fast-paced environment.

What you’ll do:

  • Effectively and independently deliver SalesIntel’s value proposition, articulating SalesIntel’s products, integrations and features to existing users.
  • Drive product adoption and build ROI business cases for customer retention.
  • Identify expansion opportunities and effectively communicate those opportunities to the Account Management team
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Develop a trusted advisor relationship with user base to drive product adoption and ensure they are leveraging the solution to achieve full business value
  • Manage the success criteria delivered by the decision maker on the kick-off call and subsequent executive business reviews thereafter
  • Work jointly with customers to devise programs, measurement criteria, reporting mechanisms, and managing the execution of such programs/processes.
  • Create presentations on lifecycle, milestones, and challenges identified for executive business reviews
  • Maintain a feedback loop for driving continual improvement.
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
  • Respond to customers questions, collect feedback and solve or escalate issues

Other qualifying criteria:

Prior customer service experience with a focus on SaaS onboarding required
Excellent written and verbal communication skills
Experience with Zoom webinar
Strong computer skills
Willing to work ET US hours
Willing and able to working from home