Customer Success Representative

Job title:

Customer Success Representative

Company

Upland Software

Job description

DescriptionAt Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?Opportunity Summary:Customer Success Representative (CSR) to work as part of our global Qvidian and wider Content Lifecyle Automation Business Unit.This role will be hybrid and require a maximum of one day per week attendance at the Manchester Office located near Manchester Airport.The CSR will be responsible for accounts in Europe and the USA and will actively engage and partner with our customers to maximise adoption of our software and achieve positive business impact results. We view Customer Success as a strategic, competitive advantage. If you do as well and are passionate about creating a positive Customer experience and excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.The CSR manages the customer experience across their customer base, meeting or exceeding agreed retention targets. The CSR is responsible for understanding the ‘health’ of our customers, ensuring they grow to become Qvidian advocates.There is a career path to becoming a Customer Success Manager.This position will also take responsibility for maintaining our third-party vendor contracts across the Business Unit.Primary Responsibilities:

• Achieve individual performance targets for retention of annual recurring revenue (ARR) by ensuring the renewal of contracts for your allocated accounts
• Maintain good and timely 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 peers, manager, and the wider business to take timely and effective action to resolve them.
• Update Salesforce and Catalyst systems of record accurately and in a timely manner.
• Adopt best practice in line with Customer Success methodologies and processes
• Manage all third-party contracts where externally sourced software components are sold as part of our solution. This involves ensuring that once the sales force opportunity is closed won, a purchase requisition is raised, and the order is placed with the third-party vendor. This is vital for ensuring consistency of customer support. It involves ensuring salesforce reconciles with customer and supplier excel data applying a logical process orientated mindset.

Expectations

• Maintain primary goal of retention and growth
• Develop high quality customer relationships
• Cultivate effective internal relationships and hold others accountable
• Maintain detailed notes on the status of the customer relationship and renewal
• Accurately reflect customer risk with CSM Perceived Health and Opportunity Probability
• Keep accurate third-party contract records and perform reconciliations and cross checks between difference data sources.

Required Skills & knowledge

• Excellent communication skills (both written and oral) with a wide range of audiences
• Ability to engage and influence customer stakeholders
• 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
• Ability to manage multiple customers and projects simultaneously
• Ability to grasp basic technical concepts
• Comfortable with Microsoft excel, can use pivot tables and create lookup and if formulae.

Experience

• You have 2+ years relevant customer success/customer service in a Software-as-a-service (SaaS) business
• You’re comfortable working with a wide variety of organisations
• Experience with Salesforce CRM is useful but not essential

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit .Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.#LI-Hybrid

Expected salary

Location

Manchester

Job date

Sun, 30 Mar 2025 08:34:55 GMT

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