The Customer Success Associate (CSA) will be responsible for managing renewals and at-risk situations of an assigned set of accounts.
Location
Responsibilities
- Drive the post-sales journey for assigned accounts, from, product adoption, expansion, advocacy, and ultimately renewal
- Manage a high-volume book of business of approximately 150 accounts, maintaining an accurate forecast and account status within SFDC. (Accounts between 10-30k ARR)
- Process renewals within SFDC and ensure price increase targets are met
- Monitor account health indicators to identify churn risk and develop strategies for mitigation
- Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback
- Present value of Revalize products with customers, effectively managing objections to mitigate churn
- Support customer nurture activities and campaigns in partnership with Marketing
- Identify additional opportunities to drive up-sells, cross-sells, and collaborate with Sales to deliver on account growth goals
- Generating renewal proposals, sending renewal outreach and ensuring timely closure.
- Responding promptly to customer inquiries, documenting customer interactions and maintaining accurate records in CRM
- Collaborating with sales, support, professional services, and product teams to ensure a seamless customer experience
- Analyzing customer usage data and identifying opportunities for upselling and cross-selling
- Developing and implementing strategies to increase customer retention and reduce churn
- Handling customer escalations, managing risk, and resolving issues in a timely manner
- Gathering customer feedback and communicating it to relevant internal teams for product improvements
- Experience managing renewal and negotiation conversations
- Professional presence with ability to listen to, understand and present to customers
- Ability to understand customer’s business needs and how those connect back to product value
- Strong verbal and written communication skills with a passion for delivering an excellent customer experience
- Proactive problem solver with experience developing creative solutions for customers and the business
Preferences
- 1+ years of Technology / SaaS / Software experience a plus
Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application. The official working time zones are EST for US employees and CET for EMEA employees.
Revalize designates standard working hours as 8:00 am to 5:00 pm Eastern Time (ET) for employees based in the United States and 08:00 to 17:00 Central European Time (CET) for employees operating within the EMEA region.
Qualified applicants will be asked to complete a 30 minute online pre-employment assessment as part of the recruitment process.
