Customer Success Representative
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Job Description
Customer Success Representative managing customer relationships for Upland Software. Focused on account health and maximizing software adoption in Canada and the USA.
Responsibilities:
- Achieve individual performance targets for retention of annual recurring revenue (ARR)
- Maintain strong communications with many customers.
- Promote the Company’s services (enhancements / updates / services / maintenance / consultancy), identify customer expansion opportunities and bring in Customer Success Managers to address.
- Closely monitor adoption rates of assigned Accounts, providing insight to Customers Success Managers through scheduled reviews
- Identify potential issues within allocated accounts and work with Management and the wider business to take timely and effective action to resolve them.
- Update Salesforce with forecasts and status updates accurately and in a timely manner.
- Adopt best practice in line with Customer Success methodologies and processes.
Requirements:
- 2+ years relevant customer success/customer service/account management experience
- French speaker
- Excellent communication skills (both written and oral) with a wide range of audiences
- Ability to engage and influence customer stakeholders at all levels
- Excellent interpersonal skills and presentation skills
- Creative thinker with the ability to troubleshoot issues quickly and effectively
- Extremely well-organised and analytical with an ability to work well under pressure
- Strong attention to detail, checking work for errors
- Bias towards action and ability to work independently and as part of a distributed team
- Comfortable with Microsoft Office; Excel, PowerPoint, Word
- Experience with Salesforce CRM is useful but not essential.
Benefits:
- Upland Software is an Equal Employment Opportunity Employer.
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