Customer Success Representative

ServiceSource - Nashville, TN3.5

Full-time
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At ServiceSource, we strive to find and grow exceptional people like you.

Working at ServiceSource, you will be a part of an engaging, energetic, and entrepreneurial work environment while having the stability and influence of a nearly 20-year industry leader behind you.

ServiceSource is a place where you can GROW, both personally and professionally, while expanding your skills in sales, customer success and people management.

Role Description:
The Customer Success Associate will be an active part of a team, working to cultivate and build strong customer relationships over the customer lifecycle with a defined set of accounts, while ensuring customer satisfaction and engagement. This role will coordinate with Team Members to conduct customer health checks, initiate steps to remediate customer concerns, and capture customer information, or “Voice of the Customer” via qualitative and quantitative methods (surveys, phone calls, email.) This individual will be responsible for articulating the value of products or services and acting as an advocate to build long-term relationships with the customer.

Responsibilities:
With a focus on our SMB and volume segments, conduct regular health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment.
Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage
Capture customers' product expectations, experiences, satisfaction, and abandonment propensity via qualitative feedback and quantitative measurement, “Voice of the Customer.”
Ensure high level of professionalism during all interactions with customers and prospects via phone and email
Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met
Effectively assess client needs and requirements and deduce from clients all facts to adequately recommend satisfactory product solutions
Develop an effective level of product knowledge and able to overcome specific objections
Collaborate with cross functional teams to drive a superior customer experience
Maintain the CRM to ensure all relevant data is captured in a timely manner

General Qualifications:
Excellent phone presence and experience of high volume calling
Consistent track record of success with a passion for exceptional customer service
College degree preferred
Knowledge in the use of Microsoft suite of products such as Excel, Outlook, PowerPoint and Word
Aptitude to learn new technology is required
Experience with Salesforce or similar CRM (Preferred)

Competencies:
Strong communication skills with the ability to manage and build customer relationships
Ability to collaborate with cross-cultural versatility and a Team Player
Willingness to learn and optimize new technology and data
Adaptable and works well under pressure
Problem solving skills with ability to articulate the value and business process to a customer
Detail Oriented
Effectively adapt and embrace change and work with team members of various levels and build cross-functional relationships
Strong organizational and time management skills
Great customer service skills and ability to develop customer relationships
Ability to manage multiple priorities effectively
Competitive and goal oriented

Successful behaviors include:
Demonstrate a positive attitude
Emotional Intelligence
Service mindset
Collaboration
Diversity
Persistent and resilient
Confident
Organized
Highly engaging and approachable
Works successfully as part of a team and as an individual
Committed to diverse workforce and inclusivity
Service Source, an Equal Employment Opportunity (EEO) Employer, is committed to achieving workforce diversity. All employees and applicants will be entitled to equal employment in all job classifications without regard to gender, race, religion, color, age, veteran status, sexual orientation, physical disability and under-represented group. All are equally encouraged to apply.

About ServiceSource

ServiceSource (NASDAQ: SREV) is a global leader in providing outsourced, performance-based revenue growth and customer success outcomes. ServiceSource’s Revenue-as-a-Service platform is designed to measurably accelerate customer ROI by helping companies to more efficiently and effectively find, convert, grow and retain their B2B customer relationships. Trusted by more than 65 global market leaders in the cloud/XaaS, software, technology hardware, medical device and diagnostics and industrial IoT sectors, ServiceSource sells, manages or renews $9+ billion of revenue annually on behalf of its clients. By leveraging a robust technology suite, predictive data models and more than 3,000 revenue delivery professionals, only ServiceSource brings to market over 17 years of expertise and the ability to drive recurring revenue growth in 35 languages to more than 170 countries. To learn more, visit www.servicesource.com