Customer Success Advocate

At Algolia, we’re looking for a Customer Success Advocate (CSA) who is responsible for a dedicated portfolio of customers based on a high volume / low touch engagement model. As a CSA, you are responsible for conducting account reviews, customer outreach, CRM management, forecasting, responding to customer needs, and managing the renewal process operating at scale using Salesforce, Gainsight and other internal systems. You will be partnering with various other teams including but not limited to Sales, Customer Solutions, Finance, Customer Support, and Deal Desk. 

In this Customer facing role, you will get the opportunity to work on the front lines with our incredible customer base and get exposure to exciting and complex customer interactions. You'll connect with our customers to understand their needs and challenges while partnering with our Customer Success team to ensure their challenges are addressed. You'll establish relationships with customers as you negotiate to maximize mutual benefit at renewal time.

You'll Be Responsible For:

• Owning and executing on a large portfolio of renewal contracts in an assigned territory
• Managing the entire renewal process with customers, including generating quotes and updating renewal opportunities in CRM 
• Ensuring all renewals occur on time 
• Maintain and update our CRM with detailed and accurate information on status of customers and opportunities
• Identifying growth opportunities and providing insights to the business that improve future business outcomes
• Identifying potential risks and working with the customer to resolve any customer satisfaction issues
• Collaborating with Customer Solutions, Customer Support, Finance, Legal, Deal Desk and Sales teams to ensure all customers as supported and contracts are processed accurately
• Developing and execute win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing customer trust 
• Effectively managing a high volume of emails, calls, transactions,  and various internal tasks
• Engaging with customers to identify customer renewal contract requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure (OTRR: On Time Renewal Rate &  Revenue Retention will be a KPI)
• Provide renewal opportunity management with complete visibility into customer health, renewal status, and customer engagement
• Providing renewal forecast of your territory, and communicate any renewal risk to internal resources and leadership in order to develop resolution strategies
• Follow and adhere to best practices for all internal processes including, but not limited to: Opportunity Management, Data Quality and Accuracy, Quotations and Forecasting
• Achieve financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons, and maximize customer value
• Collect customer feedback, and present ideas internally for how to improve the customer experience leveraging technology and automations. 

You Might Be A Fit If You Have:

• 1-3 years of relevant experience in a client facing facing role at a SaaS/Software Company
• Experience using Salesforce CRM
• Experience utilising AI tools to better serve customers at scale
• Strong attention to detail and process oriented
• Strong verbal and written communication skills
• Strong organization and prioritization skills
• Ability to manage a large number of active accounts, identify problems and opportunities, and provide solutions for each of them with strong process management, negotiation skills, financial acumen, and ability to apply strict policies
• Ability to build relationships and collaborate closely with teammates
• Ability to react and adapt to potential rapid shifts in priorities and organizational policies
• Constantly looking to learn and improve

Nice to Have:

• Experience with an enterprise CRM or customer service application
• Experience with Gainsight is a significant plus
• Experience managing a high volume of customer accounts and transactions
• Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level
• Ability to manage transactions through every stage of the renewal cycle
• Experience in negotiating complex multi-year services contracts

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