The Role
Own customer adoption and success for the Achievers recognition platform: set KPIs, run trainings and workshops, manage implementation and post-implementation adoption, drive upsell/cross-sell and revenue pipeline, run business reviews, handle escalations, and ensure contract renewal readiness.
Summary Generated by Built In
We are looking for a Customer Success Associate to join our team in Toronto! As a Customer Success Associate you will be responsible for driving strategy for the Achievers recognition and engagement platform while continuously driving value for our customers. You will play a key role with our customers by promoting product adoption and expansion, highlighting best practices and implementing recognition strategies. If you are passionate about customer success, have a knack for sales and a flare for technology you’ll fit right in!
Responsibilities
- Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
- Establish measurable goals and KPIs for your customer accounts
- Track all implementation and post-implementation adoption activities
- Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
- Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
- Connect with your customers to update on outstanding queries, reports and campaigns
- Manage a revenue pipeline while up-selling and cross-selling within the existing programs, thinking strategically about account growth, identifying long-term opportunities, and aligning customer success initiatives with broader sales and revenue goals
- Lead customer workshops and training around product updates & new features
- Provide regular status reports to stakeholders on progress against established goals and manage account escalations
- Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
- Recognize your peers for being awesome!
Qualifications
- 3+ years of account management experience at a software/SAAS company
- Strong business acumen and proven ability to influence decision makers in various sizes of organizations
- Individuals who have completed formal sales training through a recognized program are preferred
- Proficiency with CRMs such as Salesforce or other force.com platforms
- Experience in preparing and delivering presentations targeted to a senior audience
- Experience working with mid-market and SMB customers an asset
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
- Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
- Experience managing a sales pipeline and carrying a sales quota
- Strong customer-facing skills including expectation management, communication skills, information management
- Bachelor's degree
- Bilingual English and French is an asset
Our Approach to Total Rewards
We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.
Our customer success roles follow a defined commission structure that rewards your performance. For this role, the compensation plan follows a 70/30 split for base and commission earnings. $64,000 - $74,000 reflects the base salary range, depending on experience, skills and market data.
Skills Required
- 3+ years of account management experience at a software/SaaS company
- Strong business acumen and ability to influence decision makers
- Formal sales training through a recognized program
- Proficiency with CRMs such as Salesforce or other force.com platforms
- Experience preparing and delivering presentations to senior audiences
- Experience working with mid-market and SMB customers
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards
- Demonstrated analytical skills using Excel and/or PowerPoint for business reviews
- Experience managing a sales pipeline and carrying a sales quota
- Strong customer-facing skills including expectation management and communication
- Bachelor's degree
- Bilingual English and French
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The Company
What We Do
Great culture is the ultimate driver of organizational success. Achievers’ employee voice and recognition solutions bring your organization’s values and strategy to life by activating employee participation and accelerating a culture of performance. Achievers leverages the science behind behavior change, so your people and your organization can experience sustainable, data-driven business results anywhere in the world. Integrated insights fuel smarter solutions that deliver just-in-time nudges to the entire organization and an industry-best customer success and support team guides you on every step of the journey.
