Customer Success Associate
Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.
The Customer Success Associate works directly with our legacy install base and our sales teams to engage our customers in a continuous dialogue and ensure they are both well-informed and happy with the service they are receiving from Cleo. It is the primary responsibility of the CSA to engage in account reviews and update our customer base on the innovations and continuous improvements we are making in our product offerings. Additionally, it is the CSAs responsibility to check on customer health, as well as manage any small expansion opportunities that may arise.
What You Will Be Doing
The essential functions include, but are not limited to the following:
- Engage across the customer journey to ensure satisfaction, growth, and retention
- Design structured cadences and campaigns to maximize engagement
- Develop strategic actions to create a qualified pipeline and utilize Cleo's proven sales methodology to optimize sales cycles, close rates, and revenue generation
- Conduct extensive research and data analysis using approved sales tools
- Intuitively adapt and modify strategies based on findings to maximize customer satisfaction
- Quickly establish rapport with all levels of buyers and partners
- Identify and articulate customer business challenges, goals, and ROI opportunities
- Shorten the sales cycle and boost revenue by actively leveraging Cleo’s sales methodology
- Collaborate closely with Cleo's account team and other stakeholders to craft growth plans for each customer.
- Design and implement key account plans with sales metrics and dashboards.
- Monitor progress, make adjustments as necessary, and report regularly on customer success metrics.
- Lead Executive Business Reviews to track customer health and identify opportunities for expansion/conversion to our modern cloud offerings
- Ensure salesforce is up to date with account details, call notes, and next steps
- Act as an escalation point of contact for customer issues, identifying the right Cleo resources or departments to address them, like Services, Support, or Product
Your Qualifications
- Bachelor’s degree and 1-2 years working at an Enterprise Software and/or SaaS Company in Customer Success, Account Management, Onboarding, or a related field
- Experience successfully collaborating with and influencing cross-functional stakeholders and executives
- Proven ability to work in an environment with limited processes
- Excellent communication and presentation skills directed at both business-oriented and technical audiences
- Ability to interface with Sales, Services, Support, Product, and Executive Team is required.
Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.
