Customer Success Associate

Raleigh, North Carolina, United States

*Please note this posting is to advertise prospective job opportunities. This specific role may not be currently open but could open in the near future. insightsoftware is continuing to grow at a hyper-growth velocity and a recruiter may contact you directly to discuss your potential career opportunities at insightsoftware.

Our Customer Success Associate is responsible for developing strong relationships with customers by serving as a trusted advisor and advocate. You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. You will also liaise between our customers and cross-functional internal teams, ensuring the timely and successful delivery of our solutions according to customer needs and improving the entire customer experience. Our ideal candidate is able to identify needs, communicate effectively, and ultimately exceed client expectations.  Responsibilities Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed  Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue  Craft effective strategies for customer retention and negotiate and secure renewal agreements and cross-sell contracts  Create and deliver customer business reviews and prepare reports on account status as needed  Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders  Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and creating value through insightsoftware’s solutions  Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions  Other duties as assigned  Competencies To perform the job successfully, an individual should demonstrate the following competencies: Work Ethic – operate in a fast-paced environment with a focus on achieving results  Engaging Presence – quickly establish rapport and build relationships with partners and communicate successfully with clients  Teamwork – work cross-functionally to achieve team and individual goals  Communication – communicate effectively with customers and internal cross-functional partners, creating promoters at every touch point   Qualifications Minimum qualifications: Bachelor’s Degree, preferably in business or related field  At least one year of experience in a customer success or account management role, preferably within a software or technology company  Experience improving customer experience and driving increased customer retention and growth  Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive  High level of agility and ability to manage change  Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment  Ability to travel up to 20%   Preferred qualifications:  Working knowledge with reporting and analytics solution  Experience that included resolution and escalation management