Customer Success Representative

Summary

Join Yellowfin as a Customer Success Manager and build strong relationships with clients to ensure successful product adoption and usage of Yellowfin BI products. You will act as a concierge, coordinating internal teams and external resources to meet customer goals. This role involves defining personalized success plans, implementing engagement programs, and adapting objectives based on customer insights. You will be responsible for account health, loyalty, and renewal, working with the account manager to facilitate growth. The ideal candidate is passionate about customer experience, flexible, and a skilled multi-tasker. Success in this role will be measured by key performance indicators such as account engagement, product adoption, and renewal rates.

Requirements

• Minimum of 3+ years’ experience within a sales or service team in a like-minded role
• Ability to interact and communicate with individuals at all levels of the organization – externally and internally
• Strong in-person, phone and written customer communication skills
• Ability to manage time effectively, work independently and be self-motivated
• Highly collaborative and able to work as part of cross-functional teams
• Ability to prioritize work assignments and shift work efforts based on the needs of the department or evolving business goals
• Attention to detail and a customer-first mindset
• Strong PC skills required, including use of standard MS Office applications and SalesForce
• Demonstrated technical aptitude or an ability to learn new software products
• 3+ years of work experience

Responsibilities

• Facilitate education and training opportunities to drive adoption and usage
• Remove blockers at implementation and support level
• Maintain ongoing and frequent contact to monitor progress to build customer loyalty
• Ask about their own experiences with other vendors that they consider good or bad
• Ensure customers renew contracts, identifying any risk of churn and work proactively to eliminate
• Build lasting relationships with accounts that differentiates us from the competitors
• Execute meaningful, prompt, accurate and reliable relationships with your accounts
• Define clear success plans focused on customers’ goals, with supporting engagement and communication plans
• Be a trusted advisor by being an expert aligned to the customer’s success expectations
• Develop technical competencies across Yellowfin products and BI industry
• Understand customers’ business requirements and use cases to upgrade services and tools (growth opportunities) to meet the most important customer needs
• Keep customers current on the latest news, trainings, services, and product changes
• Maintain thorough and consistent customer records via SF data entry
• Total commitment to learn, improve and be part of our great success story

Preferred Qualifications

• A good understanding of the analytics industry or experience in a closely related field in sales or customer service
• Sales Experience