Customer Success Specialist

4 weeks ago

Toronto, Canada Resolver Full time

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 a critical 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 within Kroll, 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

**So, what does that really mean for you? Let the hiring manager tell you**:
Hi, I’m Riz Shirazi, Director of Customer Success at Resolver.

Our Customer Success team is a dedicated, passionate group of individuals centered around driving value for Resolver’s great portfolio of customers. We partner with many of the world’s leading organizations and enable them to achieve their goals for risk management, while collaborating with and guiding them as they grow and mature in their varied approaches to developing risk intelligence.

As Resolver continues its impressive growth, we are looking to add a Customer Success Specialist to our growing team. This individual will join a collaborative, high-performing group, and partner with some of the world’s most interesting companies, owning the customer relationship and ensuring their success.

We are looking for a tech-savvy people person who is looking to join an exciting, fast-paced organization with ambitious goals. At Resolver, our mantra is to Aim Big, Be Great, and Be Loved by Our Customers, and are excited to discuss with you how, as a Customer Success Specialist, you will have the opportunity to contribute to and live those principles. If you’re excited by the opportunity to work with cutting edge technology, in an interesting and fast-growing space, while partnering with super smart, fun team members, we would love to hear from you

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

**Renewal and Retention Management (50%)**

**_Measures of Success:_**:

- Net Retention; Salesforce Hygiene_
- Renewal Processing: work closely with customer success operations and finance by provide renewal quotes, generate renewal opportunities and execute any additional request coming from the customer.
- Communicate increases and other changes in pricing to the customer through regular communications and renewal strategies
- Execute on customer communication cadence schedule, with assistance in messaging from marketing and product marketing

**Opportunity Generation (30%)**

**_Measures of Success:_**:

- 5 migration opportunities per month_
- Market research through multi-channel sources to stay on-top of customers within the competitive landscape

**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

**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.
- You know the value of customer loyalty and can build rapport easily with a variety of stakeholders

**What we’ll give you in return**

Resolver is one of Canada's Great Workplaces. 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:

- ** Health and Wellness Benefits**: 100% paid by us for health and dental from day one. And our vision care is every 12 months We also offer a wellness/fitness reimbursement, that can go towards things like gym memberships, yoga classes, soccer membership fees or a bike.
- ** Professional develo**pment**: we have an external learning bu

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