Customer Account Representative

The position:

The Customer Services team incorporates both sales and support to execute growth, retention, and renewals strategy for our customers. They are responsible for managing renewals, handling basic-level support, and onboarding new customers. Customer services team members take ownership and maintenance of all renewal opportunities, negotiation, generate upsell/cross-sell opportunities, engage internal resources, handle new customer sales, and perform basic support level tasks. 

The Customer Account Representative is accountable for contract renewals for our customers and for upselling opportunities within our customer base, engaging with potential customers and assists with any customer service issues related to their accounts. This role is focused on maintaining our customer base while building relationships with new customers. You will be measured on the team's retention of existing customers and meeting their customer support needs.

What you’ll do:

• Maintaining & Growing the Customer base: Proactively manage the customer portal to act on new leads, drive timely renewals, and identify upsell opportunities to create revenue growth.
• Fielding Questions to Drive Sales: Serve as the primary point of contact for customer and technical support inquiries related to Pipl, working to remove friction in the sales cycle and advance renewals, upsells, and new business conversations.
• Vetting: Understanding of Pipl’s use cases to qualify inbound prospects, ensuring only compliant, high-potential opportunities enter the sales pipeline. 
• Product Knowledge: Leverage understanding of Pipl’s product packages to recommend the best solutions for the customer's needs.
• Analyze & Identify Revenue Opportunities: Analyze customer data and usage insights to identify risks that may impact renewal likelihood, as well as opportunities to expand accounts or convert interested prospects into new customers.
• Customer Satisfaction: Supporting, creating, and implementing customer satisfaction surveys using insights to reduce churn risk, strengthen customer relationships, and inform upsell and expansion strategies.
• Knowledge Base that Enables Sales Efficiency: Develop and document content to create workflows and best practices that streamline onboarding, reduce friction in the sales cycle, and ensure the enterprise sales team can quickly access accurate customer-facing information.
• Usage Alerts as Expansion Signals: Monitoring and following up on customer alerts to proactively/reactively educate customers and deliver reporting of usage on accounts.
• Ticketing System to Protect Revenue: you’ll be responsible for the escalation process, as well as tracking and reporting performance metrics, such as response times and customer satisfaction, to ensure service quality supports renewal rates and account growth.

You have:

• A curiosity to learn about our customers’ business problems and use cases to translate them into sales and expansion opportunities.
• Bachelor’s degree in business or related field, or equivalent sales and customer success experience.
• Exceptional attention to detail with strong organizational and prioritization skills to manage renewal timelines, track pipeline activities, and support accurate forecasting.
• Proven ability to manage multiple sales-related projects while balancing inbound inquiries, renewal cycles, and upsell initiatives.
• Considerable interpersonal and relationship-building skills with the ability to develop trust, communicate persuasively, and influence customer decisions through the sales and renewal process.