Customer Success Associate
The Customer Success Associate (CSA) will be responsible for managing renewals and at-risk situations of an assigned set of accounts.
- Drive the post-sales journey for assigned accounts, from product adoption, expansion, advocacy, and ultimately renewal
- Manage a high-volume book of business supporting > 250 accounts (Accounts between 10K-30K)
- Process renewals within SFDC and assist customers with add-on services, products, and changes to their subscriptions
- Ensure Price Increase targets are met
- Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback
- Manage inbound customer inquiries relating to their account
- Present value of Revalize products with customers, effectively managing objections to mitigate churn via email and phone.
- Support customer nurture activities and campaigns in partnership with Marketing
- Reply to customer survey responses & recommend the appropriate department to take action
- Identify additional opportunities to drive up-sells, cross-sells, and collaborate with Sales to deliver on account growth goals
Qualifications
- Strong verbal and written communication skills with a passion for delivering an excellent customer experience (fluency in German and English is a must)
- 1-2 years of experience in Customer Success, Account Management, or relevant customer-facing role
- Experience managing renewal and negotiation conversations
- Professional way of expressing with ability to listen to, understand and present to customers via email and phone.
- Ability to understand customer’s business needs and how those connect back to product value
- Proactive problem solver with experience developing creative solutions for customers and the business
- 1+ years of Software experience a plus
Additional Information
All your information will be kept confidential according to EEO guidelines. 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.