Job Description
Job Description
Job Overview :
The Customer Success Representative oversees the customer lifecycle for our managed IT services customers from initial supportability through contract term to renewal.
A successful Customer Success Representative collaborates well internally with our sales, service delivery, and engineering teams to devise and execute data-driven strategies aimed at reducing customer churn. Building strong relationships and earning customer trust are key responsibilities. By closely coordinating with all departments, the Customer Success Representative will strive to maintain high levels of satisfaction and ensure alignment with customer objectives.
The Customer Success Representative will consistently present technology business reviews and interact with assigned customers on a daily basis. This role will also manage the renewal process for each customer. Alongside Retention personnel, the Retention Director will serve as the internal advocate for customers, helping them achieve their business and IT objectives.
This role reports to the Retention Director.
Responsibilities :
Meet Quotas (the 4 Rs)
- 90% RETENTION rate
- 90% RENEWAL rate
- Minimum 1 customer REFERRAL per month
- Minimum 1 REVIEW per month
Customer Success :
Ensure successful handoff from onboarding to retention and account management teams.Collaborate with account management, service delivery, and engineering teams to remove roadblocks and maintain customer satisfaction.Ensure timely and successful enablement and training to help customers realize the business value of our partnership and offerings.Partner with account managers to ensure value messaging, cross-sell / upsell opportunities, etc. remain in lockstep.Conduct quarterly Executive Business Reviews to show customers the ongoing value of their Cortavo services.Compile valuable reporting to showcase Cortavos positive impact to customers increased productivity and enhanced data security.Implement account health scoring once established.Observe data to provide an assessment of account health, and proactively take action to improve account health as part of the renewal strategy.Renewal Management :
Assist in managing the renewal process for assigned accounts, with focus on establishing the value which Cortavo provides each customer.Work with sales and retention team members to present this value and work the customer towards renewal.Interact with department leads to understand the value each department has added for the business success for each customer.Review customer data to identify positive and negative moments during the customers experience, aiming to resolve concerns before the contract ends.Complete Value Build document which will notate all pertinent information regarding the account for renewal success.Build the Cortavo in Review slide deck to showcase Cortavos efforts during the lifecycle of the contract.Develop strategies for retaining customers and committing a renewal rate of 90% of our existing customers.General Customer Activities :
Schedule recurring customer call cadences.Manage customer interaction while developing lasting and trustworthy relationships.Assist with support escalation to ensure critical, business impacting issues are organized and resolved as quickly as possible.Monitor open tickets, including projects, and ensure they are managed and completed in a timely manner, while maintaining high customer satisfaction.Product Offering Administration / Tools Adoption :
Maintain a deep understanding of the Cortavo products and services, propose new service ideas to customers, and collaborate with Account Managers to roll out new products and services as they become available.Keep customer information records current by collecting details about each customer and ensuring this information is updated in systems (i.e. Autotask, Salesforce, etc.).Document calls, emails, EBR templates, notes, action items via Salesforce, Slack, Autotask, and SharePoint.Record critical calls and renewal conversations with customers for record keeping and training purposes.Required Skills & Qualifications :
Required Experience :
Bachelors degree, Business Administration, or related fieldMinimum 3 years customer success experienceMinimum 3 years renewal management experienceExperience with service desk ticketing systems (Autotask)Experience with CRM tools (Salesforce)Experience with notetaking tools (Read.ai)Proficiency in Microsoft Office Suite & Microsoft TeamsProficiency in Microsoft Office Suite & Microsoft Teams, PowerPoint in particularTruly enjoys living and taking initiative in the customer experienceStrong written and verbal communication skills; empathetic customer service approachExcellent organizational, time management, and multitasking capabilitiesPreferred Qualifications :
Recurring revenue, multiyear term contract experienceFamiliarity with IT hardware, software, and managed services technologyFamiliarity with tools and technologies that small businesses commonly use is also valuableEstimated Usage of Time
60% - Customer Success Management40% - Renewal ManagementWork Environment
Competitive salary with employer-contributed health benefitsUnlimited paid time off (PTO) for work-life balanceSandy Springs, GA office location in a Class A building, with remote / hybrid work availableCompany cell phone planA dynamic, high-energy team that thrives on collaboration and continuous improvementFast-paced yet supportive environment with growth opportunitiesRegular team celebrations recognizing individual and company-wide achievements throughout the yearCompany mission : To work relentlessly with IT professionals to make their jobs easier; provide sound advice to meet technical and budgetary requirements; give peace of mind regarding infrastructure and cloud investments; and offer an exceptional customer experience from start to finish.
Flexible work from home options available.
