Job Description

At Upland Software, you'll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work--and as we keep growing and evolving our workplace, that won't change. We're passionate. We're proactive. We take pride in our work, and we love a good challenge. Sound like you?



A career opening for a Customer Success Representative (CSR) to represent the Objectif Lune product line within Upland's Content Lifecyle Automation Business Unit.

This role will be remote, and being located near to the Montreal office for occasional meetings is desirable

The CSR will be responsible for accounts in Canada and the USA and will actively engage and partner with our customers to maximise adoption of our software and achieve positive business impact results. We view Customer Success as a strategic, competitive advantage. If you do as well and are passionate about creating a positive Customer experience and excited to roll up your sleeves to make customers successful, you may be just who we're looking for.



This is a value first role focusing on account health, adoption and enablement. The team will integrate themselves within their customers' organisation as a trusted advisor embedded in the customer's day-to-day success.



This is a unique opportunity offering exposure to managing both indirect partner and direct customer relationships with a career path to becoming a Customer Success Manager.

Primary Responsibilities:

Achieve individual performance targets for retention of annual recurring revenue (ARR) by ensuring the renewal of contracts for your allocated accounts Maintain strong communications with many customers. Promote the Company's services (enhancements / updates / services / maintenance / consultancy), identify customer expansion opportunities and bring in Customer Success Managers to address. Closely monitor adoption rates of assigned Accounts, providing insight to Customers Success Managers through scheduled reviews Identify potential issues within allocated accounts and work with Management and the wider business to take timely and effective action to resolve them. Update Salesforce with forecasts and status updates accurately and in a timely manner. Adopt best practice in line with Customer Success methodologies and processes

Expectations

Maintain primary goal of retention and growth Develop high quality customer relationships Cultivate effective internal relationships and hold others accountable Maintain detailed notes on the status of the customer relationship and renewal Accurately reflect customer risk with CSM Perceived Health and Opportunity Probability Keep accurate third-party contract records and perform reconciliations and cross checks between difference data sources.

Required Skills & knowledge

French speaker Excellent communication skills (both written and oral) with a wide range of audiences Ability to engage and influence customer stakeholders at all levels Excellent interpersonal skills and presentation skills Creative thinker with the ability to troubleshoot issues quickly and effectively Extremely well-organised and analytical with an ability to work well under pressure Strong attention to detail, checking work for errors Bias towards action and ability to work independently and as part of a distributed team Ability to manage multiple customers and projects simultaneously You're comfortable working with a wide variety of organisations Ability to grasp basic technical concepts Comfortable with Microsoft Office; Excel, PowerPoint, Word

Experience

You have 2+ years relevant customer success/customer service/account management Experience with Salesforce CRM is useful but not essential Full training will be provided

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit

www.uplandsoftware.com

.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.

Representant, reussite client

Un poste de representant de la reussite client s'est ouvert pour representer la gamme de produits Objectif Lune au sein de l'unite commerciale d'automatisation du cycle de vie du contenu d'Upland.



Ce poste est a distance, mais le fait d'etre situe pres du bureau de Montreal pour des rencontres occasionnelles est souhaitable.



Le representant de la reussite client sera responsable des comptes au Canada et aux E-U et s'engagera activement a collaborer avec nos clients afin de maximiser l'adoption de nos logiciels et d'obtenir des resultats commerciaux positifs. Nous percevons la reussite client en tant qu'avantage strategique et competitif. Si vous partagez ces valeurs et que vous etes passionne par la creation d'une experience client positive et enthousiaste a l'idee de vous retrousser les manches pour assurer la reussite des clients, vous etes peut-etre exactement la personne que nous recherchons.



Il s'agit d'un role axe sur la valeur, centre sur la sante des comptes, l'adoption et l'activation. L'equipe s'integrera au sein de l'organisation de ses clients en tant que conseiller de confiance, contribuant pleinement a leur succes quotidien.



C'est une opportunite unique vous exposant a la gestion des relations avec les partenaires indirects et les clients directs, et un parcours de carriere permettant de devenir responsable de la reussite client.



Responsabilites primaires :


Atteindre vos objectifs de performance individuels pour la fidelisation du chiffre d'affaires annuel recurrent en assurant le renouvellement des contrats pour les comptes qui vous ont ete attribues.

Entretenir des communications soutenues avec plusieurs clients.

Promouvoir les services de l'entreprise (ameliorations / mises a jour / services / entretien / conseil), identifier les opportunites d'expansion de la clientele et faire appel a des responsables de la reussite client pour les exploiter.

Faire un suivi serre du taux d'adoption des comptes attribues afin d'informer les responsables de la reussite client avec des revues planifiees.

Identifier les problemes potentiels avec les comptes attribues et collaborer avec la gestion et l'ensemble de l'entreprise pour entreprendre des actions rapides et efficaces pour les resoudre.

Mettre Salesforce a jour avec des previsions et des suivis de statut de maniere precise et opportune.

Utiliser les meilleures pratiques, conformement aux methodes et processus de la reussite client.


Attentes


Maintenir le but premier de retention et de croissance

Developper des relations de qualite avec la clientele

Favoriser des relations internes efficaces et responsabiliser les autres.

Maintenir des notes detaillees sur le statut de la relation avec le client et le reabonnement

Refleter avec precision le risque client grace a la sante percue et a la probabilite d'opportunite du CSM

Conserver des registres precis des contrats avec les tiers et effectuez des rapprochements et des verifications croisees entre differentes sources de donnees.


Competences et connaissances requises


Francophone

Competences eprouvees de communication (a l'oral et a l'ecrit) avec des audiences variees

Aptitude a fideliser et influencer les partenaires clients a tous les niveaux

Excellentes competences interpersonnelles et de presentation

Penseur creatif ayant la capacite a resoudre des problemes rapidement et efficacement

Tres organise et analytique avec la capacite a travailler efficacement sous pression

Attentif aux details, revise son travail pour eliminer les erreurs

Centre sur l'action et ayant la capacite a travailler de maniere autonome et au sein d'une equipe repartie

Capacite a gerer plusieurs clients et projets simultanement

Vous etes a l'aise de travailler avec un large eventail d'organisations.

Capacite a saisir des concepts technologiques de base

A l'aise avec Microsoft Office; Excel, PowerPoint, Word


Experience


Vous avez deux annees d'experience pertinente ou plus avec la reussite client, le service a la clientele et la gestion de compte.

Experience avec Salesforce CRM est souhaitable mais non essentielle.

* Une formation complete sera fournie.