What you will be doing

• Meet and exceed retention, contract expansion, and overall customer satisfaction goals with assigned Commercial and Strategic customers
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Partner with the Director of Customer Success to define and optimize processes in order to help the customer base and continually build on the success of the Customer Success Department
• Assist sales with high-value prospects in the final stages of the sales process with the goal of increasing conversion rates while providing a seamless experience to new customers
• Manage account setup and onboarding for all assigned customers
• Conduct scheduled Executive Business Reviews (EBR) for all assigned customers at intervals determined by customer value. This may require travel to visit the customer at their location
• Provide additional training, resources, and support to assigned customers as needed. This includes but is not limited to responding to all inbound requests from our website, telephone, email, or other campaigns
• Proactively connect with all assigned customers who show signs of possible subscription cancellation or downgrade and work with them to reduce that risk
• Work with assigned customers who communicate their intent to cancel or downgrade their subscription with the goal of understanding why they would like to cancel or downgrade and if possible get the customer to renew
• Identify upselling and/or marketing opportunities and provide leads to the appropriate team
• Maintain detailed knowledge of all assigned customers in order to provide relevant and valuable recommendations unique to each customer.
• Maintain expert-level knowledge of product features, advantages, benefits, pricing, contract details, and selling points for effective communication
• Partner with other departments to ensure customer needs are met
• Pursue personal development and attend training to develop relevant knowledge and skills
• Maintain up-to-date information, status, documentation, and other pertinent details of assigned customers in Siteimprove’s Customer Relationship Management (CRM) tool
• Attend meetings and other company functions necessary to perform duties
• Performs other related duties as assigned

What we will require of you

• Bachelor's degree in Business Administration, Communications, Marketing, or related field, or any equivalent combination of experience and training that provides the required knowledge, skills and abilities
• Minimum 1 years of experience working in a professional environment, preferably in customer service
• Fluently bilingual in French and English, both written and verbal
• Valid Passport

What we will love about you

• Previous experience in Customer Success or equivalent history in increasing customer satisfaction, adoption, and retention
• Ability to navigate in an Enterprise organization structure to manage and build relationships at an Executive level.
• Self-starter with a demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks
• Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods
• Proven customer focus experience ensuring the customer perspective is a driving force behind business decisions and activities
• Excellent problem-solving and creative thinking skills
• Proven ability to be a business advisor by creating valuable business partnerships with customers
• Proven track record of delivering measurable results
• Excellent verbal and written communication skills working in a professional environment
• Strong collaboration and teambuilding skills
• Excellent, time management, organizational, and planning skills
• Ability to multi-task and adapt to a fast-paced environment
• Experience in digital marketing and customer success
• Knowledge of and/or experience with a CRM tool
• High-level knowledge of Digital Content Creation, eAccessibility, Search Engine Optimization, and Digital Analytics
• Software-as-a-Service (SaaS) experience with customer service
• Experience with screen share software

In addition, we hope you will appreciate:

• Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 10 paid holidays, and two Give Back Days
• Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
• Prepare for the future: 401(k) with a company match to provide a better future in your retirement years.