Algolia27 дней назад
Customer Success Advocate
London
Обязанности
- 01Owning and executing on a large portfolio of renewal contracts in an assigned territory
- 02Managing the entire renewal process with customers, including generating quotes and updating renewal opportunities in CRM
- 03Ensuring all renewals occur on time
- 04Maintain and update our CRM with detailed and accurate information on status of customers and opportunities
- 05Identifying growth opportunities and providing insights to the business that improve future business outcomes
- 06Identifying potential risks and working with the customer to resolve any customer satisfaction issues
- 07Collaborating with Customer Solutions, Customer Support, Finance, Legal, Deal Desk and Sales teams to ensure all customers as supported and contracts are processed accurately
- 08Developing and execute win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing customer trust
- 09Effectively managing a high volume of emails, calls, transactions, and various internal tasks
- 10Engaging with customers to identify customer renewal contract requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure (OTRR: On Time Renewal Rate & Revenue Retention will be a KPI)
- 11Provide renewal opportunity management with complete visibility into customer health, renewal status, and customer engagement
- 12Providing renewal forecast of your territory, and communicate any renewal risk to internal resources and leadership in order to develop resolution strategies
- 13Follow and adhere to best practices for all internal processes including, but not limited to: Opportunity Management, Data Quality and Accuracy, Quotations and Forecasting
- 14Achieve financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons, and maximize customer value
- 15Collect customer feedback, and present ideas internally for how to improve the customer experience leveraging technology and automations
Требования
- 011-3 years of relevant experience in a client facing facing role at a SaaS/Software Company
- 02Experience using Salesforce CRM
- 03Experience utilising AI tools to better serve customers at scale
- 04Strong attention to detail and process oriented
- 05Strong verbal and written communication skills
- 06Strong organization and prioritization skills
- 07Ability to manage a large number of active accounts, identify problems and opportunities, and provide solutions for each of them with strong process management, negotiation skills, financial acumen, and ability to apply strict policies
- 08Ability to build relationships and collaborate closely with teammates
- 09Ability to react and adapt to potential rapid shifts in priorities and organizational policies
- 10Constantly looking to learn and improve
Условия
- 01#LI-Hybrid
- 02On-Target Earnings Pay Range £61,000 — £74,600 GBP
- 03FLEXIBLE WORKPLACE STRATEGY