Associate Customer Success Representative

Associate Customer Success Representative

Country: Portugal
Office: Lisbon
Business area: Sales

We are Unit4, a leading provider of enterprise applications empowering people in service organizations. We are on a mission because we no longer accept the digital downgrade that people experience when they swap their personal devices for their work ones. We create business software that fits the way people work, not the other way around. Join us in our fight against the digital downgrade.

As a Unit4 Customer Success Representative you are responsible for maintaining existing revenue based on outbound calling and digital interaction with existing customers. Your task is to ensure that we maintain a regular dialogue with the customer, assist with any unresolved issues, identify any new opportunities to up and cross-sell additional products and services and ultimately ensure the customer renews their contract.

 

What you will do

  • For a defined set of customers, in a particular country or market, you will engage on a regular basis to maintain the relationship with the customer, ensure customer success and contract renewal
  • Providing overall renewals support for your defined country or market
  • Defining and deliver standard processes and communication programs
  • Analyzing data to understand when renewals are due and build a plan to take appropriate action
  • Identifying up and cross-sell opportunities for sales of additional solutions and services in Volume accounts and pass these to the relevant Install Base AM or Inside Sales Rep
  • Collaborating with the Account Executives, Heads of Sales and Management
  • You will work with the Global Customer Success and Marketing teams to develop, execute and follow up specific campaigns
  • You will accurately maintain the CRM system records, to include documenting conversations with customers clearly and concisely on the account record within the CRM system
  • You will use the Customers at Risk system to register, monitor and resolve customer issues

 

 

 

Your approach

As an Unit4 Customer Success Representative, you like to use your problem solving skills to ensure that your customers are as satisfied and successful as possible. In order to do this, you listen carefully to the needs and wants, which you translate into a fitted action plan. These action plans can differ per customer. This triggers your resourceful and problem-solving nature because you want to explore and offer the best solutions.

 

 

We ask

  • 0-2 years + experience of customer service or call center
  • Strong communication skills
  • Strong problem-solving, interpersonal skills and empathy
  • Previous experience with enterprise software
  • Strong language skills – English and other fluent European languages depending on focus area
  • Excellent understanding of MS Excel
  • Previous knowledge of SalesForce is an advantage

 

We offer

  • Stable employment with an attractive salary
  • Working in a dynamic and challenging international environment
  • We invest in your personal and professional growth
  • Enthusiastic colleagues who like to learn from each other
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