Full-Time Customer Success Associate

Responsibilities:

• Manage a portfolio of customer with the assistance of technology to reach out and connect when you see usage or consumption dropping
• Maintain, grow and retain monthly recurring revenue for our most valued customers
• Develop strong customer relationships and serve in the role of a trusted partner
• Initiate the relationship with the customer by creating a smooth and meaningful onboarding experience
• Facilitate the adoption of the solution, driving awareness, education and utilization by serving as the chief evangelist within your customer set, ensuring that your customers are realizing the benefits of the solution and its capabilities
• Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support premium customers
• Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth
• Contribute to close-loop feedback with Product Line Management to ensure the voice of the customer is considered in product advancement
• Conduct client and internal meetings as required – Account Reviews and Account Planning (internal) and Quarterly Business Reviews
• Partner internal groups to complete services on behalf of your customer. This includes but is not limited to implementation issues, billing issues, request for service, etc..
• Fully bilingual in French and English
• 3+ years of account management experience in a service adoption environment
• Strong communication skills – written and verbal – with an understanding of situational best practices
• Excellent knowledge in Excel, PowerPoint and Word
• Proven track record of success with a demonstrated history of customer satisfaction goals
• Driven by personal, team and company achievement with a commitment to excellence