About this opportunity
Foundation Software lists this Customer Success Representative opportunity in strongsville, Ohio. Review the employer’s description below for duties, qualifications and application requirements.
Job description
What is great about working for Foundation? Plenty! We have a fun, casual, yet hard-working culture that invests in our employees, promotes creativity, and delivers on our reputation. Would you like to work for a company that offers manicures and pedicures in the office? We do! How about massages, house cleaning, laundry service, monthly car washes, catered lunches Wednesdays and a monthly happy hour - we offer all this and more!
nAt Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.
nPosition Summary
nThe Customer Success Representative (CSR) plays a pivotal role in building and maintaining strong relationships with existing customers. Key priorities include identifying at-risk customers, proactively addressing customer challenges, and promoting new software solutions and training options to enhance their experience. The CSR will focus on increasing customer retention, identifying cross-sell opportunities and ensuring the renewal of annual or monthly software subscriptions. This role requires individuals who are patient, empathetic, and passionate communicators-skills essential for understanding customer needs and advocating on their behalf.
nEssential Functions and Responsibilities
nnConduct outgoing calls to existing SaaS customers, helping them maximize the value of the platform for their organization.
nIdentify and generate new sales opportunities within the existing customer base.
nFoster strong, long-term relationships and build trust with customers through open and interactive communication by overseeing their experience throughout the customer lifecycle – from onboarding through adoption, expansion and beyond.
nDocument and track customer interactions and key details within Salesforce CRM and other SaaS tools.
nAddress customer complaints by offering solutions and alternatives, following up to ensure satisfactory resolution.
nWork closely with customers at risk of cancellation or downgrade, identifying their needs and providing tailored solutions to enhance satisfaction and maintain their business.
nCollaborate with internal teams to resolve recurring customer issues and enhance the overall customer experience.
n nRequired Skills and Experience
nnPrior experience in SaaS software, sales, or customer success within a tech company is preferred.
nStrong ability to learn new technical skills and adapt to evolving tools and processes.
nExcellent organizational skills, with the ability to manage multiple client issues simultaneously.
nStrong communication skills, both verbal and written, with an ability to engage and effectively resolve customer concerns.
nAbility to work independently, efficiently completing tasks with minimal supervision.
nFlexibility to adapt to changing job tasks and new programs/procedures.
nFamiliarity with the company's suite of products and solutions, and the ability to communicate these solutions accurately to customers.
nStrong phone communication and web presentation skills.
nProactive communication with customers and effective time management skills.
nGoal-driven, with a focus on achieving customer retention goals.
nExperience with SaaS tools, including Salesforce CRM, Zoom, and Microsoft Suite, is preferred.
nExperience with CRM systems and ensuring accurate, up-to-date customer data management within Salesforce.
n nOther employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!
nFoundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 21-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.
nLet us start your future at Foundation!
nFoundation Software is an Equal Opportunity Employer.
Worksite address
strongsville, OH, 44136, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.