Customer Success Associate

We are looking for a **Customer Success Associate** to join our team in Toronto! As a Customer Success Associate you will be responsible for driving strategy for the Achievers recognition and engagement platform while continuously driving value for our customers. You will play a key role with our customers by promoting product adoption and expansion, highlighting best practices and implementing recognition strategies. If you are passionate about customer success, have a knack for sales and a flare for technology you’ll fit right in! ### How you'll Support Customer Success at Achievers: - Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies - Establish measurable goals and KPIs for your customer accounts - Track all implementation and post-implementation adoption activities - Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings - Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs - Connect with your customers to update on outstanding queries, reports and campaigns - Manage a revenue pipeline while up-selling and cross-selling within the existing programs, thinking strategically about account growth, identifying long-term opportunities, and aligning customer success initiatives with broader sales and revenue goals - Lead customer workshops and training around product updates & new features - Provide regular status reports to stakeholders on progress against established goals and manage account escalations - Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals - Recognize your peers for being awesome! ### Experience we feel will set you up for success: - 3+ years of account management experience at a software/SAAS company - Strong business acumen and proven ability to influence decision makers in various sizes of organizations - Individuals who have completed formal sales training through a recognized program are preferred - Proficiency with CRMs such as Salesforce or other [](http://force.com) platforms - Experience in preparing and delivering presentations targeted to a senior audience - Experience working with mid-market and SMB customers an asset - Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience - Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews - Experience managing a sales pipeline and carrying a sales quota - Strong customer-facing skills including expectation management, communication skills, information management - Bachelor's degree - Bilingual English and French is an asset