Customer Success Associate

Description:

CS SMB Retention is responsible for relationship building with Motive customers. This position coordinates, executes, and manages programs built to effectively retain customers through positive relationship-building, listening to concerns/addressing issues and educating customers on the value of our products. A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone that is highly organized, has excellent communication skills and demonstrates good judgment.

What You'll Do
 

• Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal
• Handle a large volume of phone conversations and email inquiries
• Maximize customer lifetime value and minimize churn risk while increasing overall customer satisfaction and identifying up-sell opportunities
• Build quick rapport with customers and apply both persuasive rebuttal skills and problem solving strategies while providing solutions
• Process case resolutions, contract modifications and cancellations using CRM SalesForce.
• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations
   

What We're Looking For
 

• 2+ years prior experience in a customer facing role (sales and/or support) using CRM software (Salesforce Lightning and CPQ preferred).
• University undergraduate degree
• Understanding of retention & churn.
• Strong ability to build and maintain customer relationships
• Effective listening and problem-solving skills
• Excellent English communication (both written and verbal) and presentation skills
• Proven ability to manage multiple responsibilities with a high attention to detail and professionalism