Client Success Representative

Elemica, Inc.; Oxford; Remote; GBP 35,000 - 55,000; Full time

Job summary

A leading digital supply chain company is seeking a Client Success Representative to enhance partnerships with top enterprise clients. This remote role involves engaging with customers, managing renewals, and driving sales growth through effective communication and organization.

Benefits

Flexible Work Locations

Health & Voluntary/Pet Insurance Options

Paid Time Off & Holidays

Retirement Savings Program & Bonus Program

Wellness & Mental Health Initiatives

Qualifications

• 2-4 years of business development or renewals specialist experience.
• Exceptional communication skills, both oral and written.
• Prior experience in a renewals or retention role is highly desirable.

Responsibilities

• Proactively maintain relationships with customers and manage renewals.
• Source new leads and follow up on marketing-generated leads.
• Gather feedback from customers regarding their experience.

Skills

Communication

Organizational Skills

Sales Lead Generation

Customer Relationship Management

Education

Business Development Experience

Supply Chain Logistics Knowledge

Tools

Salesforce.com

Job description

PLEASE READ: This remote position must be worked in the U.S. in either the Eastern or Central Time Zone.

Interested in a career that bridges the gap between Supply Chain and Technology?

Elemica, an award-winning, digital supply chain company in the SaaS community, is seeking a Client Success Representative to grow our business and strengthen our partnerships with existing top enterprise clients. This is an opportunity to join a growing company of talented and committed individuals, unified in the common goal of exceeding our client’s expectations.

Our Values

At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our clients, and our collective community:

• Curiosity – we delight in the discovery of new challenges and feel compelled to solve them
• Integrity – We are relatable and trustworthy; steadfast in our commitment to our colleagues, clients, and partners
• Accountability – We show up and deliver measurable, meaningful business value. Consistently.
• Passion – We have a shared enthusiasm for transforming our clients’ supply chain

What’s in it for you?

• Customer-centric work
• Cutting edge Supply Chain technology and innovation
• Flexible work locations
• Competitive Compensation Packages
• Inclusive parental leave policy that supports all parents and careers
• Health & Voluntary/Pet Insurance Options
• Paid Time Off & Holidays
• Retirement Savings Program & Bonus Program
• Quarterly Employee Engagement Events
• Wellness & Mental Health Initiatives
• Generous Employee Referral Program

What You'll Do

Reporting to the Vice President, Revenue Operations, Elemica’s Client Success Representative works in a unique position that involves engagement at the top of our sales funnel. They prospect and qualify potential prospects to help fuel our considerable growth. Elemica is growing at a phenomenal rate and with that comes significant career growth opportunities for consistent performers. Key to this role is the unique ability to qualify and close customers.

• Responsible for proactively initiating and maintaining relationships with customers, reminding them about upcoming contract and/or subscription renewals and identifying areas of risk and opportunity
• Discover opportunities to upsell additional services or products that benefit the customer such as higher-tier subscriptions, add-ons, and other related products
• Be responsible for sourcing new leads in existing accounts via outbound prospecting efforts through various channels – phone, email and social media
• Follow up and convert marketing-generated inbound leads
• Partner with marketing on a programmatic campaign-based approach to demand generation and with field sales to implement sales & pipeline-build strategies
• Independently manage the administrative aspects of renewing subscriptions, including entering correct customer demographic information, processing payments, and ensuring that the renewal is correctly recorded
• Working knowledge of Salesforce.com or a similar CRM system
• Gather feedback from customers regarding their experience with Elemica’s products, as well as the renewal process itself
• Monitor adoption rate, retention rate, customer satisfaction scores, churn rates, and other relevant metrics
• Perpetually maintain efficient internal and external communications in a customer-goal-oriented manner.

What We’re Looking For

• 2-4 years of business development or renewals specialist experience; supply chain, logistics, order-to-cash, procure-to-pay preferred
• Exceptional communication skills, both oral and written, coupled with excellent listening skills and a positive and energetic phone presence
• Intermediate knowledge of Salesforce.com or a similar CRM system (ability to create dashboards and ad hoc reporting)
• Proven sales lead generation experience in technology, ideally Supply Chain related SaaS
• Organizational skills are crucial for managing multiple customer accounts, renewal dates, and maintaining accurate records
• Prior experience specifically in a renewals or retention role is highly desirable
• Self-starter with solid organizational and planning skills and a high level of energy, drive, and enthusiasm for Elemica and our products
• Proven accountability and excellent interpersonal skills; the confidence to be an honest advocate who is willing to speak up when needed
• Must respond to client requests with empathy, compassion, strategic advisement, and rapidity
• Desire to work with a collaborative global team with offices in Philadelphia, Atlanta, Frankfurt, Oxford, UK, Bunnik, and Hyderabad

Education

Who We Are

Elemica is a leading provider of Digital Supply Chain Management solutions and the premier multi-enterprise collaboration network for global process manufacturing industries. Its portfolio of SaaS-based, network-powered digitization and visibility solutions automate critical information flows, enable multi-channel data strategies, and improve end-to-end supply chain performance. Elemica solutions connect many of the world’s largest manufacturers to their direct material suppliers, logistics service providers and end customers, helping them realize the promise of, and return on, their investments in supply chain digitization. Today, global leaders—including Arkema, BASF, Continental, Dow, Goodyear, Michelin, and Shell—use Elemica, driving over $1 trillion in commerce annually.

It is the responsibility of all Elemica employees to ensure the security, availability, processing integrity, confidentiality, and privacy of Elemica systems and data and the data of our customers. Using best practices in these areas, all Elemica employees will observe a ‘security first’ approach to their daily responsibilities. All employees are accountable for securing their work devices, work areas, and communications in the execution of their daily duties.