Customer Success Advocate

Sweep is hiring an Customer Success Advocate to work on our enterprise climate program software.

 

Climate change is the defining issue of our time. By empowering companies with technology that helps them manage their climate impact, we believe Sweep can make a meaningful contribution to a better future for all of us.

 

Ok, sounds promising. What will I be doing?

 

As part of the Success team, you will help our customers along their climate journey using our SaaS tool – you will provide ongoing support to our clients building relationships, implementing new programs that will increase our business’ revenue potentials and minimize churn rates.
You will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with the other teams to ensure customer questions and concerns are addressed in a timely manner.

 

To be more specific, this includes:

 

1. Enable successful customer journeys 🔍

• Manage a portfolio of customers and actively contribute to maintain a high satisfaction level towards our product and services
• Guide customers on the use of our tool during the success phase and be their primary point of contact after delivery phase (onboarding and implementation)
• Build strong, long-term relationships with customer project leaders and C-levels by understanding their needs and staying in constant communication
• Support customers in the adoption and expansion of Sweep, having a strong focus on problem solving
• Develop and implement adoption, expansion and retention plans for customers
• Prepare renewals & upsells by identifying customer needs
• Excel at the intersection between value-add services and customer care

 

2. Ensure Sweep delivers value to our customers 🌱

• Educate customers and connect them with resources needed to achieve product use success (online training content, webinars, help center, etc.) 
• Carefully monitor operations in order to guarantee operational KPIs are met
• Escalate and resolve conflicts arising from challenging customer experiences and/or other areas of concern as needed and proactively evade dissatisfaction
• Liaise between Product, Marketing, Implementation Sales and other internal teams to create a seamless experience for our customers 
• Work with the marketing team to develop customer advocacy programs that leverage customer success stories, referrals and testimonials.
• Build and nurture our customer champions community

 

3. Be data driven 📣

• Analyze customer data to identify usage trends and patterns and develop strategies to improve customer satisfaction and retention.
• Provide internal feedback to guide our team with the product and strategy roadmap
• Proactively identify areas for improvement in our customer support processes to reduce our response time and make sure customers receive timely and effective support.
• Identify and promote product updates relevant to a customer’s needs, industry, usage patterns to ensure optimal use of our solution and its adoption by our customers
• Constantly monitor and improve key metrics like NPS, Health Score and CSAT

 

That sounds just right for me. What do I need to bring?

 

Glad you asked. This is who we’re looking for:

 

Qualifications 🏆

• 1+ years of experience in customer success, account management, business development or a related field.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and ability to connect the dots
• Experience working in a SaaS company ideally in the B2B Enterprise space is a plus
• Experience and understanding of the Carbon & ESG/Sustainability industry 
• Knowledge of CRM tools and customer success platforms, SalesForce and Intercom or other customer support tools is  a plus
• Ability to develop and execute account plans for complex organizations
• Ability to lead intricate negotiations
• You are fluent in English & French

 

Qualities 🧠

• You are strong in building relationships with customers and work across teams
• You are quick on your feet, but when it comes down to it you value quality over quantity
• You are open to constructive feedback
• You are enthusiastic, self motivated and autonomous
• You have Exceptional ability to communicate and foster positive business relationships
• You care about our mission to create a better future for all of us

 

Copy that. And what’s in it for me?