Customer Success Associate, SMB

About the Role:

CS SMB Retention is responsible for relationship building with Motive customers. This position coordinates, executes, and manages programs built to effectively retain customers through positive relationship-building, listening to concerns/addressing issues, and educating customers on the value of our products.

A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone that is highly organized, has excellent communication skills and demonstrates good judgment.

What You'll Do:

• Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal

• Handle large volume of phone conversations and email inquiries

• Maximize customer lifetime value and minimize churn risk while increasing overall customer satisfaction and identifying up-sell opportunities

• Build quick rapport with customers and apply both persuasive rebuttal skills and problem-solving  strategies while providing solutions

• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations

• Creating quotes and order forms including sending via Docusign and following up with the customer to get their signatures

• Correcting and answering questions related to sent order form

What We're Looking For:

• 3+ years prior experience in a customer facing role (sales and/or support)

• Experience working on multiple queues 

• Strong ability to build and maintain customer relationships

• Effective listening and problem-solving skills

• Excellent communication (both written and verbal) and presentation skills

• Proven ability to manage multiple responsibilities with a high attention to detail and professionalism