Customer Success Associate

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.