Drive customer touch points and program execution with customers resulting in increased levels of customer retention, value, and interest in new programs and solutions. This is to be achieved through proactive and reactive communications and could also include management of account portfolios assigned via the Customer Success Management team.

KEY RESPONSIBILITIES

• Work with the customers to ensure they are leveraging the solution and achieving success.
• Identify and assess renewal risks for customers’ license and collaborate with internal teams to ameliorate. Respond to incoming requests for cancellation of services and persuade our customers to remain with us.
• Execute our customer outreach program to stay connected with clients, understand their current and future needs, and help convey future product enhancements to meet those needs.
• Conduct product training or best practice sessions on the phone or in person, developing and learning new training techniques on an ongoing basis.
• Support the development of business opportunities in conjunction with the sales team.
• Generate qualified sales leads, proposal, and process sales orders as needed.
• Acquire and effectively communicate responses to client questions.
• Work with Account Executives and Marketing team to come up with new outbound marketing ideas.
• Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs
• Identify opportunities to turn dissatisfied customers into happy customers.
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Report regularly to team leader on all activities relating to the role.

 QUALIFICATIONS

• Bachelor’s degree in business, communications, library sciences, or health-related majors.
• 1-3 years previous job experience with sales, support, and customer service experience.
• Knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation.
• Excellent written communication skills, with strong organizational skills and attention to detail.
• Strong verbal skills. You enjoy talking on the phone, which is good because you’ll end up doing this a lot.
• Customer outreach. You love reaching out to strangers because you feel like a stranger is just a friend you haven’t yet met!
• Strong problem-solving skills, flexible mindset, and the ability to adapt quickly to the fast-paced multi-task environment.
• Must be comfortable in the dynamic atmosphere of a technology organization with a rapidly expanding product and customer base.
• Advanced proficiency in MS Office, including Word, Excel, Outlook, and Account CRM experience such as Salesforce.com or NetSuite, and other related software programs.
• Experience working with small, entrepreneurial organizations beneficial.