Customer Success Specialist

Resolver; United Kingdom; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading tech company is seeking a Customer Success Specialist to manage customer portfolios, drive renewals, and generate growth opportunities. The role emphasizes relationship building, consultative selling, and collaboration with internal teams to enhance customer satisfaction and software adoption.

Benefits

Health and Dental Benefits

Wellness/Fitness Reimbursement

Open Vacation Policy

Professional Development Budget

Flexible Work Environment

Qualifications

• Previous sales experience, preferably in a B2B SaaS environment.
• Experience in a technology field is preferred.

Responsibilities

• Manage a portfolio of customers and drive renewals.
• Identify opportunities for customer growth and account expansion.
• Forecast and track customer account metrics in CRM.

Skills

Customer Service

Sales

Account Management

Consultative Selling

Education

University or College Degree

Job description

Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both.

As a Customer Success Specialist at Resolver, you will manage a portfolio of customers, drive renewals, and focus on generating qualified migration opportunities.

The Customer Success team at Resolver are a friendly, supportive bunch who put our customers first & play acritical role in the growth of Resolver.Sounds important right? We think so!If you're looking to get your foot-in-the-door at a high growth tech company, keep reading.

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business withinKroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!

Your day to day? Let's break it down!

Account Management (35%)

Measures of Success: Gross & Net Retention Targets, CSAT Targets

• Responsible for supporting Resolver Core Customers, developing plans to encourage adoption, account growth, and best practice usage
• Form meaningful relationships with customer points of contact and expand account contacts
• Encourage real and transparent conversations with customers about their needs and challenges.
• Develop customer-centric solutions for key business needs.
• Establish regular touch points to understand customer goals and challenges, and improve customer satisfaction and software adoption
• Identifies trends and escalates concerns as required
• Documents with high data integrity within CRM
• Support renewal and facilitate both renewal and price increases
• Collaborate with internal teams (such as Services, Support, Product, Marketing, etc.) to drive product adoption, resolve customer challenges, and expand account ARR
• Gather and analyze customer data to provide insights on expansion opportunities.

GRC Opportunity Generation and Execution (35%)

Measures of Success: Opportunity Conversions, Demos and Discovery calls

• Identifies opportunities for customer growth across GRC customer base. Enhances account penetration and generates opportunities across all GRC Customers
• Research existing customers to support opportunity generation across the entire GRC book of Business
• Conduct outreach via email, phone, and LinkedIn to schedule meetings for senior GRC CS team members.
• Qualify outbound leads to determine fit and interest.
• Maintain and track prospect engagement in CRM, ensuring accurate data entry.
• Develop and execute account plans that yield account expansion
• Drive upsells, and cross-sell opportunities within assigned accounts.
• Execute efficient transactions within assigned book of business.
• Maintain accurate sales forecasting and reporting within CRM.

Consultative and Conceptual Selling (20%)

Measures of Success:Salesforce Hygiene; Expansion of ARR through migrations; Migration Win Rate

• Clearly communicate value proposition based on solution approach to their needs.
• Assist CSMs in generating a sales plan to convince the customer to migrate to Core.
• Provide internal teams (Pre-sales, Professional Services, Product Marketing) feedback from customers around the migration process and value proposition

Internal Engagement (15%)

Measures of Success: Gross & Net Retention Targets; CSAT Targets

• Consults on use of software, evaluates technical questions and solicits appropriate answers from other team members (Product, Support, Professional Services, etc.)
• Shares with vital customer feedback regarding customer usage with other departments
• Provides reference options for Sales.

Forecasting & Documentation (15%)

• Forecast and track customer account metrics in CRM and CS Tracker
• Maintain records of customer transactions

People who excel (your background)

• University or College Degree in a related field
• Previous sales experience, bonus if it's within a b2b SaaS environment!
• Experience in a technology field is preferred; passion for solving business problems with technology is a must.

Strong customer service orientation is a must.

Attention to detail and commitment to excellence is required.

What we’ll give you in return

Resolver has been recognized as a Great Workplace. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. We have a comprehensive rewards package to show our team our appreciation for everything they do:

• Benefits: Paid by us for health and dental, life assurance, income protection, travel insurance as well as pension matching. We also offer a wellness/fitness reimbursement, that can go towards things like gym memberships, yoga classes, team sport fees or a bike.
• Professional Development: We have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
• Vacation: It's open, which means we don't worry about an accrual clock.
• Flexibility & Trust: We enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
• In the Office: If you choose to come into the office, you will have access to snacks, beverages & team socials too, including the folks who are remote! Our London office is 1 minute from London Bridge Station & 2 mins from Borough Market!

Interested?

If you want to work in a highly collaborative environment and are committed to making a difference, apply to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [e-mail]