Scale Customer Success & Retention Specialist – Enterprise Technology
WeWork, Salt Lake City Utah United States of America
Make a life, not just a living.
WeWork is building the future of workplace experience. We provide the software platform that many of the world’s most dynamic and forward-looking organizations use to improve the interaction between employees and their workplace, through meeting room scheduling, beacon and sensor technology integrations, and space utilization analytics and insights. We drive workplace productivity, efficiency and happiness for our incredible customers worldwide.
About the Role
The Scale Success & Retention Specialist is a crucial role within our Customer Success organization. You’ll oversee a portfolio of small business customers with responsibility for monitoring adoption and managing the end to end renewal process. You’ll work with select customers in “1 to 1” engagements to achieve high impact objectives/renewals, and innovate on methods to broaden your impact with “1 to Many” success programs and resources. This role will be an early input to inform the design of customer success programs “at scale.” Internally, you’ll work with Account Executives, Customer Success Managers, Support, Finance and Operations as needed on renewals management and account planning, monitoring customer health, and triaging critical issues for at-risk accounts. While sharing best practices with peers and customers, you’ll bring strategic vision, tactical product expertise, and an operational mindset to inform customer programs and engagement strategies that improve product awareness and product adoption.
Data and detailed oriented. We need someone that does not mind digging deep into spreadsheets and databases to confirm account status and accuracy.
Effective and confident verbal and written communication skills.
Ability to innovate and identify new ways of delivering high quality customer engagements in a high volume setting .
Ability to recognize & maximize new business opportunities.
Well organized. Project management skills and ability to effectively handle multiple accounts & assignments simultaneously.
A commitment to exceed goals that is internal, constant & self-imposed.
Manage renewals for approximately 100-200 accounts per month. Meet and exceed gross renewal targets for assigned accounts.
Be the first point of contact for customer renewal requests and pro-actively engage the customer 3-6 months before the renewal expiration date.
Own the entirety of the renewal cycle by working directly with customers in negotiating deal points and pricing for their upcoming renewals.
Project manage contract related issues with finance, WeWork legal and other internal departments and make certain pricing decisions on behalf of the customers.
Assign tasks to other CSMs, Customer Support, Sales Operations and Finance in an effort to assure customer renewal.
Work in Salesforce and similar tools to maintain customer records and forecasting accuracy, create sales orders, and make adjustments as needed.
Develop best practices and work with other departments to implement these processes. Test playbooks and program ideas and help define critical customer health metrics.
Inform design of customer programming at scale including webinars, content marketing, customer community resources, and virtual workshops and participate in delivery when possible.
Constantly look for innovative ways to improve customer engagement and adoption programs and team performance.
Stay current customers on Teem products, competitive landscape & workplace experience trends.
Bachelor's degree or equivalent work experience required.
2+ years of experience in a customer-facing account management, customer success, or sales role, preferably within enterprise software (owning a renewal target).
Consistent track record of highly-professional customer success/account management in a dynamic, start-up environment.
Passion for building customer relationships and ability to understand and solve for customer needs under pressure.
Strong interpersonal skills and experience quickly building customer relationships
A self-motivated, dedicated teammate with innovative ideas to inspire customer adoption.
The ideal candidate should have a strong sense of accountability, attention to detail and work ethic.
High energy, go-getter with fresh ideas who is comfortable operating in a fast-paced environment and takes the initiative to get things done.
Prior experience commercial real estate technologies are a plus.
In just 8 years, WeWork has grown into a global community, transforming people's workplaces into beautiful, inspiring environments. And that commitment to building the best workplaces in the world extends to their own employees. WeWork is driven by their mission: Create Your Life's Work.
And that mission is paying off. WeWork's real estate portfolio covers more than 14 million square feet; they have more than 220,000 members and 234 locations (and counting).
If you're ready to change people's lives, take a look at the wide variety of roles they're hiring for.
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Want to learn more about WeWork? Visit WeWork's website.
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