Own customer adoption and success for the Achievers recognition platform: set KPIs, run trainings and workshops, manage implementation and post-implementation adoption, drive upsell/cross-sell and revenue pipeline, run business reviews, handle escalations, and ensure contract renewal readiness.
We are looking for a Customer Success Associate to join our team in Toronto! As a Customer Success Associate you will be responsible for driving strategy for the Achievers recognition and engagement platform while continuously driving value for our customers. You will play a key role with our customers by promoting product adoption and expansion, highlighting best practices and implementing recognition strategies. If you are passionate about customer success, have a knack for sales and a flare for technology you’ll fit right in!
Responsibilities
- Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
- Establish measurable goals and KPIs for your customer accounts
- Track all implementation and post-implementation adoption activities
- Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
- Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
- Connect with your customers to update on outstanding queries, reports and campaigns
- Manage a revenue pipeline while up-selling and cross-selling within the existing programs, thinking strategically about account growth, identifying long-term opportunities, and aligning customer success initiatives with broader sales and revenue goals
- Lead customer workshops and training around product updates & new features
- Provide regular status reports to stakeholders on progress against established goals and manage account escalations
- Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
- Recognize your peers for being awesome!
Qualifications
- 3+ years of account management experience at a software/SAAS company
- Strong business acumen and proven ability to influence decision makers in various sizes of organizations
- Individuals who have completed formal sales training through a recognized program are preferred
- Proficiency with CRMs such as Salesforce or other force.com platforms
- Experience in preparing and delivering presentations targeted to a senior audience
- Experience working with mid-market and SMB customers an asset
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
- Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
- Experience managing a sales pipeline and carrying a sales quota
- Strong customer-facing skills including expectation management, communication skills, information management
- Bachelor's degree
- Bilingual English and French is an asset
Our Approach to Total Rewards
We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.
Our customer success roles follow a defined commission structure that rewards your performance. For this role, the compensation plan follows a 70/30 split for base and commission earnings. $64,000 - $74,000 reflects the base salary range, depending on experience, skills and market data.
Achievers Toronto, Ontario, CAN Office
99 Atlantic Atlantic Ave, Toronto, Ontario, Canada, M6K3J8
Similar Jobs
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Serve as the primary post-implementation contact for top customers, craft joint success plans, run executive business reviews and workshops, mentor teammates, support French-speaking customers, and advise on customizing Samsara’s IoT platform to drive safety, efficiency, and sustainability.
Top Skills:
IotSamsara PlatformVehicle TelematicsVideo-Based Safety
AdTech • Digital Media • Marketing Tech • Software • Analytics
Support client success by building RFP media plans, trafficking and QA of DOOH and mobile creative, coordinating custom creative, pulling reporting, resolving discrepancies, and assisting billing and campaign management.
Top Skills:
Ad Verification & MeasurementCuebiqDoohDoubleclickDoubleverifyExcelFoursquareIasIriMobilePowerPointSizmekThird-Party Ad ServersWord
Logistics • Transportation
Serve as the bridge between customers and product: onboard and train customers, troubleshoot issues, test new features, gather feedback, identify adoption opportunities, and advocate for product improvements to increase customer value and inform product direction.
What you need to know about the Toronto Tech Scene
Although home to some of the biggest names in tech, including Google, Microsoft and Amazon, Toronto has established itself as one of the largest startup ecosystems in the world. And with over 2,000 startups — more than 30 percent of the country's total startups — Toronto continues to attract new businesses. Be it helping entrepreneurs manage their finances, simplifying business operations by automating payroll or assisting pharmaceutical companies in launching new drugs, the city's tech scene is just getting started.
