Customer Success Associate

Achievers; London; On-site; GBP 30,000 - 60,000; Full time

Job description

About Achievers

The "Achievers Employee Experience Platform" empowers employees to recognize each other in real time and aligns them to the values and goals of the company. With almost 4 million global users, the Employee Experience Platform enables employees in over 170 countries. Visit us at www.achievers.com to learn more, and check out our platform in action here. Join us in our mission to Change the Way the World Works!

Our commitment to you:

At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. You'll have the opportunity to collaborate with a diverse group of colleagues who appreciate your strengths and are excited to learn from your experiences.

We are looking for a Customer Success Associate to join our team in London! As a Customer Success Associate you will be responsible for driving strategy and growth 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, 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!

What you'll do:

• Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
• 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
• 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
• 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!

What we're looking for:

• 2+ years of customer success experience at a software/SAAS company
• Strong business acumen and proven ability to influence decision makers in various sizes of organisations
• Individuals who have completed formal sales training through a recognised program
• Proficiency with CRMs such as Salesforce or other force.com platforms
• Experience in preparing and delivering presentations targeted to a senior audience
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
• Demonstrated analytical skills utilising 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 or equivalent experience

Why you’ll love working at Achievers:

We are passionate about disruptive technology that’s rooted in science, research and data.

We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture!

We foster an environment of connection, security, and community. You’ll feel at home, without reservation.

We believe in moving quickly, failing fast, and adapting to change.

We enjoy coming to work every day because we believe in our product and love our culture.

We’re committed to achieving excellence in everything we do.