Customer Success Representative
6 days ago
Overview Join the Customer Success Representative role at Upland Software. Upland delivers cloud‑based tools for digital transformation and supports a remote, hybrid workforce. As a Customer Success Representative (CSR), you will represent both the Qvidian and Objectif Lune product lines within the Content Lifecycle Automation Business Unit, engaging customers in Europe and the USA to maximize adoption of our software and achieve positive business impact results. 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 Customer 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 different data sources. Required Skills & Knowledge 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. Desired Skills Fluency in French would be useful and not essential. Experience 2+ years relevant customer success/customer service. Experience with Salesforce CRM is useful but not essential. Full training will be provided. About Upland Software Upland Software (Nasdaq: UPLD) is a leader in cloud‑based tools for digital transformation. For more information, visit www.uplandsoftware.com. Equal Employment Opportunity Statement 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. #J-18808-Ljbffr
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