Customer Success Representative

What are the key priorities of a Customer Success Representative

A Work Max Client Success Representative corresponds with existing customers, proactively reaches out to customers that could be at risk and identifies improvement opportunities Work Max customers may be dealing with. Help customers be aware of software and training solutions to their challenges, provide new product/services information. Ultimately, raising customer retention and ensuring customers renew their annual/monthly software subscription. CSRs are genuinely excited to help customers.

They're patient, empathetic, and passionately communicative. They love to talk, but more importantly love to listen and ultimately understand. Client Success Representatives have the ability to put themselves in customers' shoes and be an advocate for them when necessary. Problem-solving should come naturally to anyone in a customer facing position. They are confident at troubleshooting and naturally curious when lacking the correct information needed to resolve customer complaints.

When a call has ended, the priority must be that the customer feels like they were both heard and understood by the Client Success Representative.

• Conduct outgoing calls to existing software/SaaS customers, improve relations with customers and help them realize the maximum value the Work Max platform has to offer their organization.
• Generate new sales opportunities from existing Work Max customers.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Provide accurate and complete information to team members by documenting key details within Salesforce CRM.
• Handle customer complaints - provide appropriate solutions and alternatives within specified time limits; follow up with customers to ensure resolutions are achieved.
• Communicate internally and externally with colleagues to provide resolution to common customer challenges.

• Previous SaaS software, sales or customer success experience with a software/tech company preferred.
• Demonstrate the ability to learn and advance in your technical ability.
• Strong communication skills.
• Become familiar with the Work Max suite of products and solutions, speak accurately to these solutions with customers.
• Excellent phone communication and web presentation skills.
• Proactively communicate with customers and effectively manage time.
• Goal driven to meet customer retention.
• Prefer experience with software/SaaS technology tools. (Salesforce CRM, Zoom, Microsoft Suite, along with other technology tools we use)
• Have CRM experience and update valuable customer data within the CRM (Salesforce).