Customer Success Representative

Company Overview:

StudentRoomStay (SRS) is the premier global provider of student room accommodations.

Job Overview:

A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. You will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Customer Success Manager provides technical support to customers with the goal to keep customers satisfied with the business’s products. You will supervise customer success staff and report to the VP of Operations.

Responsibilities:

● Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts

● Work with customers to ensure they are finding value in our services

● Become an expert in educating customers on the use and benefits of our products

● Work closely with other teams to ensure an exceptional customer experience and take care of any customer issues

● Be a customer advocate while capturing customer feedback and reporting requests to Development

● Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth

● Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

● Maintain a revenue base by managing account retention and renewal

● Drive upgrade revenue through increased product adoption and increased usage

● Up sell opportunities to current and potential customers

Qualifications:

• 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills
• Strong understanding of different types of software with the ability to learn new technologies very quickly
• Well-organized, with a high attention to detail and ability to prioritize

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• San Luis Obispo, CA 93401: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)

Work Location: One location