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Customer Success Advocate

2 months ago

London, Greater London, United Kingdom Algolia Full time

At Algolia, we're looking for a Customer Success Advocate (Renewals Manager) responsible for high-volume engagements with a dedicated portfolio of customers in the EMEA region. As a CSA, you will engage with each customer proactively to improve their adoption of Algolia and identify risk and expansion potential. You are responsible for ensuring each customer is successful and sees value in Algolia while also managing the renewal process. You will be working cross-functionally, partnering with Sales, CSEs, and CSMs, along with finance and the deal desk.

In this Customer-Centric role, you will have the opportunity to work on the front lines with our incredible customer base and be exposed 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 maximise mutual benefit at renewal time.

YOU WILL BE RESPONSIBLE FOR:

  • Owning and executing a portfolio of renewal contracts in an assigned territory
  • Ensuring all renewals occur on time
  • Identifying growth opportunities and providing insights to the business that improve future business outcomes

YOUR ROLE WILL CONSIST OF THE FOLLOWING:

  • Develop and execute win/win negotiation strategies for small, medium and large account contract renewals that maximise contract value while protecting and enhancing customer trust
  • Own, drive and manage the renewal process with customers, including renewal quotes and renewal opportunities, in collaboration with Customer Success, Finance, Legal, Deal Desk and Sales teams to ensure all contracts are accurate
  • Maximise account growth opportunities by playing an active role on the account team and helping to identify incremental opportunities upon contract renewal
  • Identify customer 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 Customer Success Management with complete visibility to renewals and solicit Algolia Leadership involvement as required
  • Accurately maintain/update and provide renewal forecast of your territory and communicate any renewal risk to internal resources 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 minimising attrition, positioning favourable terms, boosting incremental revenue via up-sells, cross-sells and add-ons, and maximising customer value
  • Accurately forecast and manage pipeline on a monthly and quarterly basis

YOU MIGHT BE A FIT IF YOU HAVE THE FOLLOWING:

  • 3+ years of experience of relevant experience at a SaaS/Software Company
  • 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 organisational policies
  • Constantly looking to learn and improve
  • Strong attention to detail and process-oriented
  • Strong verbal and written communication skills
  • Preference for candidates with experience at our current stage and beyond (over 10,000 customers, $50-200M ARR, high growth, lots of change and building internal infrastructure)

NICE TO HAVE:

  • Fluency in French
  • Experience with an enterprise CRM or customer service application
  • Experience with Salesforce CRM is a significant plus
  • 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 service contracts

WE'RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

  • GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
  • TRUST - Willingness to trust our co-workers and to take ownership.
  • CANDOR - Ability to receive and give constructive feedback.
  • CARE - Genuine care about other team members, our clients and the decisions we make in the company.
  • HUMILITY - Aptitude for learning from others, putting ego aside.

#LI-Hybrid

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