Description
About This Role
Hello, prospective pickle! We are seeking a Remote Customer Success Coordinator (CSM) to add to our growing Client Success team. The CSC will be responsible for a high volume of clients and measured by client adoption using data-driven programs to achieve this, Net Promoter Score (NPS), and net customer retention rate of assigned book of business.
Th ideal candidate can build strong relationships quickly, is tech-savvy, and has the people skills to work cross-functionally to be a champion for your customers. You are a perfect fit for this role if clients see you as a trusted advisor, and you are comfortable providing proactive technical and product guidance.
Reports to: Vice President Customer Success
On a daily basis, works closely with Sales, Marketing, and Customer Success teams.
Location: Design Pickle is a fully remote company with a Company Hub in Scottsdale, Arizona.
Who We Are Looking For
First, Design Pickle is anything but typical. We’re a group of hard-working, creativity-loving individuals from around the world.
Do we love pickles, too? Most of us do! But don’t stress if pickles aren’t your thing. It’s not a deal-breaker. We do look for a passion and interest in something, though because our employees’ uniqueness is what helped make us the great company we are today.
We stand by our vision, purpose, and values, and these are mission-critical to how you show up every single day.
Specific to your role, we’re looking for individuals who have…
- 1-3 years in a customer-facing role in a SaaS B2B company.
- Experience promoting value through customer experience; ability to analyze and interpret customer data to influence decision-making and improve customer experiences.
- Exceptional ability to communicate and foster positive business relationships internally and externally.
- Comfortable with identifying client risk, jumping in to remediate, handling escalations and ultimately ensuring net client retention.
- Accountability and personal organization are essential.
- Experience analyzing, optimizing, and scaling the existing processes.
- Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
- Passion for learning new technology.
- Excellent presentation and communication skills with all levels of client contacts, including the executive level.
- Ability to manage multiple tasks simultaneously with attention to detail.
Bonus Pickle Points:
- Experience with a CRM; HubSpot is a plus and the ability to use HubSpot as an e-mail platform
- Experience with JIRA and Confluence is a plus
- Experience working with creative teams is a plus
- An understanding of in-app analytic tools to measure usage and help define the in-app experience; Pendo experience is a huge plus
Key Objectives and Responsibilities
- Act as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal and expansion for assigned book of business.
- Regularly monitor platform usage and proactively contact clients whose usage dips to ensure the health of the relationship and product engagement.
- Share best practices, industry trends, and other valuable information to help accomplish client goals and improve their onboarding, product adoption, and creative productivity.
- Review client feedback loops for signs of churn and poor sentiment, and address them early in the customer journey.
- Utilize CRM to keep track of key account data, opportunities, logging calls, and relevant notes.
- Facilitate onboarding & ongoing training for a book of business.
- Act as a communications liaison between internal teams and clients.
- Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using Design Pickle.
- Educate customers on the use and benefits of Design Pickle solutions.
- Provide customers with information and assistance regarding product updates and new features. You will be the voice of the customer at Design Pickle and will help build the feedback loops with our product team to ensure the roadmap and sprints are always executed with the customer in mind.
The compensation range for this position is $55,000 to $65,000 annually. The actual salary offer made to a candidate will be made with mindful consideration of a wide range of factors. These factors include but are not limited to skills, qualifications, education/knowledge, experience, and alignment with market data for a given location within the US. In addition to base salary, some positions may be eligible for additional compensation such as bonuses or commissions. This salary data is for our US-based positions only.
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