The Role
Manage enterprise customer lifecycle from onboarding to offboarding, build relationships across global stakeholders, drive adoption and value, analyze health data to mitigate churn, coordinate internal teams for solutions, and identify upsell and expansion opportunities while maintaining accurate account data.
Summary Generated by Built In
Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino’s, Teva Pharmaceuticals, and Technicolor.
Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, and Poland, we operate across North America, EMEA, and Australia.
Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.
A little about you...
- Bachelor’s degree or relevant experience.
- Demonstrated experience retaining and growing global, enterprise customers in a Customer Success Role (SaaS experience preferred).
- Experience in Project Management, influencing and aligning internal stakeholders to achieve customer outcomes.
- Advanced knowledge of Customer Success concepts, processes and techniques including customer interaction, escalation, retention strategies, opportunity identification and qualification).
- Knowledge of customer success systems.
- Advanced Knowledge/use of MS365 tools .
About the role...
- Build meaningful and trusting relationships across complex, multi-divisional, multi-geographic organizations. (relationships with numerous stakeholders in each organization with distinct needs and unique challenges must be skillfully managed).
- Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding.
- Plan and engage in regular strategic interactions with customers where the customer realises value from the interaction and where we gain insight to future opportunity.
- Maintain alignment on outcomes, value-measurement, change management and adoption strategy.
- Analyse and respond to customer health data (Identify churn risk and work towards solutions to reduce risk).
- Identify customer issues and needs and work in. partnership with internal teams and customer toward solutions.
- Identify, qualify and drive upsell and expansion opportunities to meet targets.
- Maintain a deep understanding of the product and speak with customers about the most relevant. features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis.
- Function as the customer advocate and translate customer usage and feedback into actionable insights for how we can better serve our customers.
- Maintain accurate and timely data and context for all accounts enabling billing, forecasting, and crisp decision making.
Benefits
- 25 Holidays/PTO (with the option to buy and sell additional days)
- 401K contributions after 3 months service
- Company healthcare plans or 3rd party reimbursement
- Voluntary Dental, Vision and Life Cover
- Flexible Saving Account
- Employee Discount and Reward Program
- Reimbursement for use of personal mobile phone
About
Interact is an enterprise intranet software company serving over 1,000 customers and millions of employees.Our mission is to inform and connect every organization's greatest asset: its people.For more than 15 years, Interact has worked with organizations like Levi’s, Sony PlayStation, Teva Pharmaceuticals and Domino’s to delivering outstanding intranet experiences.Interact has offices in Manchester, New York, Tulsa and Manila and operates across the whole of the US and Canada, EMEA, and Australia.
Skills Required
- Bachelor's degree or relevant experience
- Demonstrated experience retaining and growing global, enterprise customers in a Customer Success role
- SaaS experience
- Experience in Project Management and influencing internal stakeholders
- Advanced knowledge of Customer Success concepts, processes and techniques (escalation, retention, qualification)
- Knowledge of customer success systems
- Advanced knowledge/use of MS365 tools
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The Company
What We Do
Interact delivers enterprise-grade intranet software to over 1,000 customers and millions of employees worldwide. Our mission is to inform and connect every organization's greatest asset: its people. For more than 15 years, Interact has worked with organizations such as Levi Strauss & Co., New York Life, Teva Pharmaceuticals, and Domino’s to deliver outstanding intranet experiences. Interact has offices in New York, Tulsa, and Manchester and operates across North America, EMEA, and Australia.
