Customer Success Representative

Summary

Join Igloo's Customer Success team and play a vital role in driving customer growth and retention. You will manage a portfolio of customers, building strong relationships and ensuring their success with Igloo's digital workplace solutions. This fully remote position requires 1-2 years of experience in customer relationship management and excellent communication skills. Igloo offers a supportive and collaborative environment, along with competitive benefits including health benefits, a wellness spending account, matching retirement savings, and a 100% remote-first work environment. You will contribute to the development and execution of customer success plans, actively promoting programs to drive adoption and engagement. This role involves close collaboration with cross-functional teams to advocate for improvements and enhance existing capabilities.

Requirements

• 1-2 years’ experience managing customer relationships in a sales, account management or customer success capacity
• Achievement oriented, with the ability to multitask and handle multiple customers and partners in a dynamic, fast-paced environment
• Excellent communication and presentation skills
• Organized and able to manage a large volume of tasks independently
• Demonstrated ability to anticipate customer and partner needs and provide consultative guidance
• Demonstrated ability to navigate difficult conversations with diplomacy and tact
• High energy level, drive to succeed, and a sense of urgency

Responsibilities

• Work as part of the team owning and managing a portfolio of Igloo’s customers, developing and maintaining strategic business relationships building customer & brand loyalty driving retention
• Support the Digital Customer Success program through reviewing metrics, risk, health and cross-collaborative functions
• Actively promote programs and campaigns that drive customer adoption and engagement and ensure wild success
• Digital Workplace Consultation, the advisor to customers by providing strategies, plans and applying Igloo solutions to address specific business challenges to support them throughout their engagement lifecycle
• Work closely with key cross-functional teams, including sales, engineering, and implementation to advocate for improving/enhancing existing capabilities where appropriate
• Support the process of creating and monitoring opportunities, needs, and timing to execute customers' success plans into action. You can identify and create monthly, quarterly, and yearly projections and a funnel of business opportunities showing net growth for your base
• Support for various CS sales activities including but not limited to: Opportunity Creation
• CS Inbound Queue Management
• Automated Engagement Programs
• Upsell Requests and Execution
• Recommend potential products, services, solutions to customers
• Execute specific upsell/cross-sell campaigns
• Provide thoughtful insight on digital workplace strategies, solutions, and adoption best practices in order to exceed strategic goals
• Establish and maintain updates in the Playbook, ensure access to new assets, align Best Practice Models

Preferred Qualifications

Experience working within a SaaS organization is an asset

Benefits

• Health benefits
• A wellness spending account
• Matching retirement savings
• You choose whether you work on a Mac or PC, whatever hardware makes your work easier
• 100% remote-first work environment
• Training budget for every employee