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Customer Success Strategist
2 months ago
About Achievers
Achievers is a pioneering company that empowers employees to recognize each other in real-time, aligning them with the company's values and goals. With a global user base of almost 4 million, our Employee Experience Platform enables employees in over 170 countries to connect and thrive. Our mission is to revolutionize the way the world works.
Our Commitment to You
We value the unique perspective and individuality that each person brings to our team. We strive to create an inclusive, diverse, and equitable workplace where everyone belongs and contributes. 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.
Job Summary
We're seeking a highly skilled Customer Success Strategist to join our team in Toronto. As a key member of our team, you will be responsible for driving strategy for our Employee Experience Platform, ensuring customer success and driving value for our clients. You will play a critical role in promoting product adoption, highlighting best practices, and implementing recognition strategies.
Key Responsibilities
- Provide expertise on our Employee Experience Platform, highlighting key features and functionality to enable customers to execute their employee recognition strategies.
- Establish measurable goals and KPIs for customer accounts, tracking implementation and post-implementation adoption activities.
- Drive usage and adoption of the platform, communicating best practices through virtual meetings and workshops.
- Meet with customers to plan program rollouts, explore cross-functional use cases, and update on outstanding queries, reports, and campaigns.
- Manage a revenue pipeline, up-selling and cross-selling within existing programs, and lead customer workshops and training on product updates and new features.
- Provide regular status reports to stakeholders on progress against established goals and manage account escalations.
- Understand customer requirements and adoption levels to proactively assess risk in upcoming contract renewals.
Qualifications
- 5-8 years of account management experience at a software/SAAS company.
- Strong business acumen and proven ability to influence decision makers in various sizes of organizations.
- Individuals who have completed formal sales training through a recognized program.
- Proficiency with CRMs such as Salesforce or other 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 utilizing 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, and information management.
- Bachelor's Degree.
Why Achievers
We're passionate about disrupting the status quo with innovative technology that's rooted in science, research, and data. We understand the value of employee success in the workplace and have been recognized for our contributions to HR, technical excellence, and outstanding workplace culture. We foster an environment of connection, security, and community, where you'll feel at home. We believe in moving quickly, failing fast, and adapting to change. We're committed to achieving excellence in everything we do.
Benefits & Perks
We offer a comprehensive package of benefits and perks, including competitive pay, parental leave top-up, health benefits, life insurance coverage, RRSP matching, flexible vacation, employee and family assistance program, full access to the LinkedIn Learning Library, internal mentorship program, employee-led employee resource groups, and a beautiful office space located in Liberty Village, Toronto.
