Job description:
We are SpeakWrite. We help clients around their world produce important documentation. Whether we’re helping Child Protective Services find a safe home for a child by documenting their investigations or helping police by transcribing an interview of potential suspects- we support professionals so that they can do their job better!
With 75,000 clients nation-wide, we are hiring a Customer Success Executive to manage key accounts and ensure continued retention and growth. As a Customer Success Specialist, your main duty will be to focus on the success and growth of our existing customers by building relationships, monitoring usage and adoption, demonstrating continued value and providing training and consulting.
You will manage a portfolio of customers to help drive a high level of customer satisfaction, successful product usage, and customer retention and growth. You will build relationships, track customer usage, follow intervention protocols when accounts are in peril, and ultimately drive renewals and expansion. Over time, this role will serve as a trusted advisor for each customer.
There is plenty of opportunity in this role to grow quickly as a result of performance. You will be given a list of customers to manage with threshold targets for net gains. If you achieve mastery over these and meet your targets, you will be given more opportunities to demonstrate success and earn. We are looking for a self-starter entrepreneurial minded individuals with long term aspirations in sales who enjoys coming to work every day!
We are a small company which means everyone pulls their weight. There is no room for people who aren’t driven. But that also means that you have the ability to advance quickly and make great gains. High producers will be recognized and rewarded.
- Your primary goal is to ensure Clients experience the full value of SpeakWrite, which will lead to a high retention and engagement rate.
- Proactive Customer Communication: you will never run out of reasons and opportunities to proactively reach out to your customers!
- Reactive Customer Communication: timely responses to customer emails are key, so you won’t end your workday without replying to all customer emails that came in throughout the day.
- Continually build and cultivate deep, trusted, close relationships with our customers to understand their needs with the goal of maximizing value. Drive retention and growth among our most valuable customers by understanding their business needs and goals to help them succeed
- Continually monitor Client health, knowing exactly where each client's performance stands on a weekly, monthly, and contract-to-date basis; always know if a Client is on-track or off-track to achieve their short- and long-term goals
- Identify when accounts are showing signs of decline and create a strategy to uncover the reasons behind as well as a solution.
- Keep updated records around key contacts at target companies
- Communicate clearly and accurately with internal teams regarding customer success updates, new customer requirements, progress updates, and closed-loop product feedback
- Escalate Client issues daily until they are resolved
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Ability to identify and locate key stakeholders when roles are unclear
Desired Qualifications, Skills, & Experience
- 2+ years of experience in a Customer Success or Account Management role, preferably in SaaS
- A strong track record of hitting renewal and expansion targets, ultimately improving net retention
- Experience managing accounts across multiple market segments and building strong partnerships with varied levels of stakeholders
- Experience conducting Webinars and training
- Detailed CRM hygiene: keep account notes updated
- Motivated self-starter with a growth mindset
- Passionate about providing excellent customer experiences
- Ability to learn multiple products quickly
- Proactive, with exceptional follow through
- Demonstrate exceptional communication skills, both over the phone and in writing
- People oriented; quickly builds positive rapport
- Outgoing, friendly, compassionate, and empathetic personality
- Understand how to build a relationship with people and show the ability to interact with different types of personalities showing empathy to potential clients and put them at ease during a difficult time
- Experience establishing and maintaining highly valuable and outcome-based relationships at multiple levels within a customer account
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
Experience:
- Customer success or account management: 2 years (Required)
Work Location: Remote
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Work Location: Remote
