Customer Success Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Cultivate and maintain customer relationships to build trust, engagement, satisfaction, retention, and collective success.

• Comprehend account objectives and priorities to ensure customers maximize their investments and meet their goals.

• Identify and propose solutions that address customer requirements.

• Conduct regular customer check-ins to collect feedback and resolve issues.

• Advocate for customers within the organization by relaying feedback, escalating challenges, and collaborating with internal teams.

• Create success plans and implement usage strategies to boost customer satisfaction and solution effectiveness.

• Track account health metrics to identify churn risks and facilitate customer retention.

• Drive revenue growth through product adoption, upselling, cross-selling opportunities, and renewals.

• Showcase value, negotiate contracts, and assist with timely payment processing.

• Foster accounts to meet revenue, pipeline, and retention targets.

• Analyze customer needs, market trends, and competitive landscapes to enhance sales performance.

• Maintain comprehensive sales activity records in CRM systems to assist with forecasting and teamwork.

• Engage in training and remain updated with product releases and company initiatives.

• Collaborate with colleagues on objectives, organizational goals, documentation, knowledge sharing, projects, and progress reports.

• Adhere to organizational policies, legal standards, and information security requirements.

• Recommend improvements in workflows, tools, policies, and processes.

• Stay informed about industry trends, market conditions, regulatory changes, and best practices.

• Travel as necessary to represent the organization and support team initiatives.

⛳️ Requirements

• Demonstrated success in a SaaS B2B account management capacity, focusing on strategic revenue retention and growth.

• Ability to provide a positive customer experience while achieving or surpassing quotas.

• Comfortable operating in IT environments and utilizing software tools.

• Familiarity with CRMs such as HubSpot, LinkedIn, and Zoom.

• Knowledge of legal, compliance, or records management technologies is advantageous.

• Strong problem-solving abilities and the capacity to develop solutions and enhance processes independently.

• Adaptable to customer needs, with excellent communication and presentation skills in live, phone, written, and online formats.

• Proficient in leading renewals and renegotiations to achieve mutually beneficial results.

• Capable of strategizing account management, recognizing opportunities, and confidently closing deals.

• Quick to learn with a positive outlook towards challenges.

• Receptive to coaching and feedback, with a continuous improvement mindset.

• Self-driven and competitive, eager to learn, develop, and succeed.

• Able to independently prioritize projects and opportunities based on managerial direction.

• Alignment with Pagefreezer's Core Values.

🏝️ Benefits

• Travel as necessary to represent the organization, support team initiatives, and ensure alignment across departments.

• Participation in training programs.

• Coaching and feedback to facilitate ongoing improvement.