Upland Software

Job Details

Description

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?

A career opening for a Customer Success Representative (CSR) to represent both the Qvidian and Objectif Lune product lines within the Content Lifecyle Automation Business Unit.

This role will be hybrid and require a maximum of one day per week attendance at the Manchester Office located near Manchester Airport.

The CSR will be responsible for accounts in Europe and the USA and will actively engage and partner with our customers to maximise adoption of our software and achieve positive business impact results. We view Customer Success as a strategic, competitive advantage. If you do as well and are passionate about creating a positive Customer experience and excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.

This is a value first role focusing on account health, adoption and enablement. The team will integrate themselves within their customers’ organisation as a trusted advisor embedded in the customer’s day-to-day success.

This is a unique opportunity offering exposure to managing both indirect partner and direct customer relationships with a career path to becoming a Customer Success Manager.

Primary Responsibilities:

• Achieve individual performance targets for retention of annual recurring revenue (ARR) by ensuring the renewal of contracts for your allocated accounts
• Maintain strong communications with many customers.
• Promote the Company’s services (enhancements / updates / services / maintenance / consultancy), identify customer expansion opportunities and bring in Customer Success Managers to address.
• Closely monitor adoption rates of assigned Accounts, providing insight to Customers Success Managers through scheduled reviews
• Identify potential issues within allocated accounts and work with Management and the wider business to take timely and effective action to resolve them.
• Update Salesforce with forecasts and status updates accurately and in a timely manner.
• Adopt best practice in line with Customer Success methodologies and processes

Expectations

• Maintain primary goal of retention and growth
• Develop high quality customer relationships
• Cultivate effective internal relationships and hold others accountable
• Maintain detailed notes on the status of the customer relationship and renewal
• Accurately reflect customer risk with CSM Perceived Health and Opportunity Probability
• Keep accurate third-party contract records and perform reconciliations and cross checks between difference data sources.

Required Skills & knowledge

• Excellent communication skills (both written and oral) with a wide range of audiences
• Ability to engage and influence customer stakeholders at all levels
• Excellent interpersonal skills and presentation skills
• Creative thinker with the ability to troubleshoot issues quickly and effectively
• Extremely well-organised and analytical with an ability to work well under pressure
• Strong attention to detail, checking work for errors
• Bias towards action and ability to work independently and as part of a distributed team
• Ability to manage multiple customers and projects simultaneously
• You’re comfortable working with a wide variety of organisations
• Ability to grasp basic technical concepts
• Comfortable with Microsoft Office; Excel, PowerPoint, Word

Desired Skills

Fluency in French would be useful and not essential

Experience

• You have 2+ years relevant customer success/customer service
• Experience with Salesforce CRM is useful but not essential
• Full training will be provided

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.