We are looking for a Customer Success Associate to join our team in Toronto! As a Customer Success Associate you will be responsible for driving strategy for the Achievers recognition and engagement platform while continuously driving value for our customers. You will play a key role with our customers by promoting product adoption and expansion, highlighting best practices and implementing recognition strategies. If you are passionate about customer success, have a knack for sales and a flare for technology you’ll fit right in!
Responsibilities
Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
Establish measurable goals and KPIs for your customer accounts
Track all implementation and post-implementation adoption activities
Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
Connect with your customers to update on outstanding queries, reports and campaigns
Manage a revenue pipeline while up-selling and cross-selling within the existing programs, thinking strategically about account growth, identifying long-term opportunities, and aligning customer success initiatives with broader sales and revenue goals
Lead customer workshops and training around product updates & new features
Provide regular status reports to stakeholders on progress against established goals and manage account escalations
Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
Recognize your peers for being awesome!
Qualifications
3+ years of account management experience at a software/SAAS company
Strong business acumen and proven ability to influence decision makers in various sizes of organizations
Individuals who have completed formal sales training through a recognized program are preferred
Proficiency with CRMs such as Salesforce or other force.com platforms
Experience in preparing and delivering presentations targeted to a senior audience
Experience working with mid-market and SMB customers an asset
Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
Experience managing a sales pipeline and carrying a sales quota
Strong customer-facing skills including expectation management, communication skills, information management
Bachelor's degree
Bilingual English and French is an asset