Customer Success Representative

Global Relay•Vancouver, BC

About The Position

As a Customer Success Representative, you will be responsible for building strong relationships with assigned customers, ensuring satisfaction with Global Relay products and services, and driving customer long-term success. CSRs work directly with Global Relay's existing SMB customers and will be handling all account management, upselling, and proactive guidance as the primary point of contact for customers. The Customer Success Representative will work closely with internal stakeholders to provide exceptional customer service to our customers.

Requirements

Degree or Diploma and/or 1 year of account management or customer success experience.
Demonstrates ability to assess customer needs and deliver appropriate solutions.
Professional business manner with the ability to comfortably interact with various executive business levels.
Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail.
Excellent verbal and written communications skills.
Resourceful with strong problem solving skills.
Enthusiastic, strong worth ethic and positive attitude.

Responsibilities

Acts as a trusted advisor: CSRs build strong relationships with customers, understand their needs and goals, and provide strategic guidance to help them achieve success
Drives value and growth: CSRs proactively identify opportunities for customers to get more out of the product or service, ultimately leading to increased revenue and retention
Analyzes data and reports on metrics: CSRs track key performance indicators like net promoter score, customer lifetime value, customer usage, and retention
Provides ongoing support: Answer customer questions, troubleshoot issues, and resolve problems in a timely and efficient manner.
CSRs may also be involved in creating training materials and developing customer success playbooks.
Coordinates and works with Global Relay departments, including Sales, Legal, Accounting, Provisioning, and Customer Support to solve critical customer issues.
Updates and maintains Salesforce CRM.
Understands and explains features and benefits of Global Relay services; evaluate customer requirements to identify and present the most appropriate product or service.
Identify and drive sales and upsell opportunities for existing customers.
Act as the main point of contact for inbound customer calls to establish strong customer relationships.
Administering projects and tasks including answering customer phone calls when needed.
Meet or exceed retention and upsell targets; prepare proposals, renewals, and contract preparations.
Understand industry trends, competitive differentiators and and activities of competitors, while also cultivating an understanding of emerging markets and trends.
Conducts Executive Business Reviews regularly. Develop presentations and proposals to align on customer priorities and how Global Relay can meet customer needs.
Contribute to customer success initiatives; participate in the development and implementation of customer success strategies and best practices.