CUSTOMER SUCCESS REPRESENTATIVE (CSM) - US Based

ROLE SUMMARY

Cora Systems is an award-winning Gartner-recognised market leader in the provision of enterprise portfolio, programme and project management solutions and professional services to public and private organisations. As Customer Success Representative, your role will be to manage key client relationships. You will play a crucial role in helping customers drive value through their usage of our core platforms and products. You will work closely with clients to identify their needs. You will develop strategies to grow the company’s recurring revenue base and ensure that the team is providing high-quality, cost-effective services.

RESPONSIBILITIES

As Customer Success Representative at Cora, you will act as the point of contact between our company and our clients to help solve problems and achieve business goals. More specifically, you’ll get to:

• Have ownership of the account management and client renewal process
• Serve as the lead point of contact for all your designated clients while building and nurturing trusted, long-lasting relationships
• Collaborate with our sales, marketing, product development and delivery teams to ensure the client is served appropriately
• Develop strategies to grow existing accounts and ensure quality and cost-effective services
• Gain a deep understanding of the client’s needs and what they expect from our company
• Develop tactics that will deliver the most appropriate products or services
• Use your outstanding communication skills to present to and influence key stakeholders in our company and with clients
• Forecast and track key account metrics for your clients, such as:

• Exceed CRR - Customer Retention Rates
• Optimize CLTV – Customer Life Time Value
• Increase ARPA – annual revenue per account
• Improve NPS – net promoter score
• Increase Adoption Rates of licensed accounts and users

• Monitor and analyse customer's usage of our product
• Liaise between the customer and internal teams

REQUIREMENTS

• Proven account management experience in a SaaS environment
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Experience in delivering client-focused solutions based on customer needs
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills
• Bachelor's Degree in appropriate field of study or equivalent work experience
• 5 years of experience in account management or other sales related roles, two years of which involved managing a team
• Deep digital understanding
• Self-motivated and able to thrive in a results-driven environment
• Natural relationship builder with integrity, reliability and maturity
• Ability to prioritize among competing tasks
• Critical thinking and problem-solving skills
• Strong commercial experience and business acumen

Note: These roles are US based.