Customer Success Advisor

4 weeks ago

Toronto, Ontario, Canada Uptime Full time

As a key member of the Uptime team, the Customer Success Advisor will play a pivotal role in fostering and enhancing relationships within our client portfolio. This will set the stage for growth and encourage the adoption of both existing and future customer solutions. As the primary contact for our clients, the CSA will work hand-in-hand with them to ensure they derive the maximum value from Uptime.com services.

In this role, you'll have the opportunity to shine in sales by proactively seeking out upsell and cross-sell opportunities. This will involve discovering avenues for greater value and adoption within our ongoing business environment. By engaging with our current customers and new leads, you'll be able to highlight and enhance the benefits of the Uptime.com platform. Building strong, trusting relationships with key influencers in our clients' organizations will allow them to effectively connect with decision-makers. The CSA will help clients fully understand the incredible value of their Uptime.com investment, while also creating pathways for increased engagement, longer subscription terms, and transitions from monthly to annual plans.

Key Responsibilities:
  • Build and nurture meaningful relationships with clients, being their go-to contact.
  • Lead outreach initiatives for customers enjoying free trials, working hand-in-hand with other team members.
  • Connect with potential customers who are currently using competitor products and services to explore conversion opportunities.
  • Gain insight into customers' business objectives, priorities, and challenges, and find ways to support their success.
  • Spot upsell and cross-sell possibilities within the customer base and collaborate with the broader team to turn these into successful deals.
  • Focus on client retention and reducing churn, particularly among our top customers and logos.
  • Conduct regular business reviews with key customers to assess performance and uncover areas for enhancement.
  • Team up with the product and engineering teams to ensure clients maximize their experience with Uptime's products and services.
  • Act as a champion for our customers by relaying feedback to internal teams regarding their needs and challenges.
  • Collaborate with the Marketing and Product teams to enhance customer onboarding and training for quicker value realization.
  • Take responsibility for guiding our customers through the activation process.
  • Engage in important customer calls to strengthen trust in our brand and offerings.
  • Manage customer engagement by overseeing and reporting on account health scores, taking proactive steps based on the insights gathered.
  • Work closely with the Product, Design, and Engineering teams to share product feedback, plan roadmaps, and communicate crucial updates to customers.

Requirements:

Role Attributes:

  • Be the Friendly Face of Uptime.com: Build trust with customers, key stakeholders, and executive sponsors to cultivate a strong loyalty to our services.
  • Collaborate with Uptime.com Product Leaders: Engage with the product team to share valuable customer insights that help shape the Uptime product roadmap, while closely working with product and design to enhance adoption and user engagement.
  • Success Through Data: Team up with both business and engineering to keep an eye on customer health metrics, using these insights to proactively identify key areas where we can provide exceptional support to our customers.

Exciting Project Focus Areas:

  • Outreach and Engagement for New Free Trial Customers
    • Email Transition Outreach Efforts
    • Helping customers upgrade from Free Trials to Paid Plans
  • Connecting with High-Profile Free Trial Users
    • Providing Demos, Support, and Setup for Customer Environments/Deployments
    • Conducting SRE Recommendation Sessions
  • Collaborating with Marketing to Reach Specific Customer Segments
    • Education, Local Government, Small Businesses, Healthcare
  • Performing Customer Health Checks

Benefits:

How we will support your growth and success:
  • Partner with executives, leadership, and cross-functional organization including engineering, marketing, and business operations.
  • Professional development opportunities to further skills and knowledge.
  • Discover the exciting world of monitoring, observability, and SRE while becoming an advocate and drive innovation in the industry.
  • A supportive team of passionate and dedicated individuals all focused on building the best monitoring service in the world.
  • Health Care Plan (Medical, Dental & Vision) for US Employees.
  • Generous PTO bank - including substituting your local or religious holidays.
  • Family Leave (Maternity, Paternity).
  • Training & Development.
  • Work From Home.

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