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Remote Customer Success Associate Lexipro
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Remote Customer Success Associate Lexipro
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by Chris Durst Dec. 23, 2024
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Lexipol, a company specializing in policy, training and wellness support of first responders and public servants, has posted a Remote Customer Success Associate job to their careers page.
In this role, you will be responsible for managing a portfolio of business while driving adoption and retention and as well as acting as a point of escalation. This involves building strong customer relationships, identifying potential risks, and leveraging customer metrics to prioritize accounts requiring additional attention.
Applicants should have 2+ years of customer success experience; experience using Customer Relationship Management (CRM) systems; skills in using Microsoft Office; and excellent verbal and written communication skills.
The posted pay rate is $50,500 per year.
The company also offers bonus opportunities and comprehensive benefits.
Following are excerpts from the Remote Customer Success Associate job posting:
The Customer Success team is primarily responsible for facilitating strong and value-oriented customer relationships, driving customer growth through expansion and upsells and for customer retention. The Customer Success Team works closely with other components of the larger Customer Experience team such as Professional Services, Customer Support, and the Solutions team, while also cross-functionally collaborating with partners in Sales.
Lexipol is looking for a Customer Success Associate that will be responsible for managing a portfolio of business while driving adoption and retention and as well as acting as a point of escalation. The Customer Success Manager is the single point of contact for the customer and is responsible for coordinating, interacting, and working with cross-departmental teams to ensure customer satisfaction across multiple platforms, products, and services.
This is done through working in these areas of focus:
Key Performance Objective #1: Retention Rate (30%)
- Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction.
- Leverage our systems and procedures to identify and address potential risks, such as product issues or underutilization, which may lead to churn.
- Review customer health scores and take action based on data-driven insights.
- Drive established feedback loops with customers to continuously improve the value they derive from the product.
Key Performance Objective #2: Customer Health & Advocacy (30%)
- Utilize our customer success software to conduct annual business reviews with customers to assess their satisfaction and alignment with strategic goals.
- Leverage customer health metrics to prioritize accounts requiring additional attention or engagement.
- Drive the adoption of new product features and updates to enhance the customer’s experience and outcomes.
- Encourage and facilitate customer participation in case studies, testimonials, or reference programs.
Key Performance Objective #3: Renewal & Contract Management (30%)
- Manage the renewal process, ensuring that contracts are renewed on time and with the best possible terms.
- Collaborate with the customer and internal teams to discuss renewal pricing, contract modifications, and upsell opportunities during the renewal cycle.
- Ensure clear communication with customers regarding contract terms, potential price increases, and bundling options.
Key Performance Objective #4: Expansion (10%)
- Identify and nurture upsell and cross-sell opportunities within the customer base.
- Partner with Sales and Growth teams to present additional features, services, or products that align with the customer’s needs.
- Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption.
Requirements: To be considered for this role, you will have this experience:
- 2+ years of customer success experience or Account Management, B2B Sales, or Customer Service in a B2B environment.
- Experience using CRM systems in a business to business (B2B) environment.
- Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing
- Standards, Service Excellence, Negotiation and Influencing skills
- Ability to switch gears quickly and adapt to change effectively
- Skilled in Microsoft Office
- Willingness and aptitude to learn business software systems applicable to this role.
- Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging and crisis management
- Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment
- Proficient interpersonal, verbal, and written communication skills with high comfort level speaking on webinars and customer meetings
- Critical thinking skills
- Highly organized – you are driven to be efficient and effective. You make managing multiple tasks with tight timelines look like a cakewalk.
- Collaborative and independent – you thrive while working with others but can also buckle down and get things done without a lot of oversight
Preferred Experience:
- Familiarity with B2B sales, upselling, and cross-selling
- Familiarity working in or with public safety is a plus
- Experience working in a B2B SaaS environment
Target Outcomes/ Target Results
Retention – Target
- Achieve a customer retention rate of at least 90% over the next 12 months.
- Reduce churn by 10% year-over-year by addressing customer concerns early and improving engagement strategies.
Expansion – Target
- Increase upsell and cross-sell revenue by 10% within the existing customer base.
Customer Heath – Target
- Conduct 100% of scheduled annual business reviews (ABRs) with customers.
- Improve average customer health scores by 20% through strategic engagement and product education.
- Increase customer product utilization by 25%, focusing on underused features or modules.
Employee Value Proposition
- The Customer Success Associate team is uniquely positioned to provide exceptional employees ample career opportunities for career progression and promotion, as well as lateral career moves across the organization.
- Lexipol is committed to staff growth and development, and is looking to scale the impact of our work on the audience, as well as the company.
- Our leadership team and company culture hold and exemplify values of: Integrity, Service, Innovation, Collaboration,
- Empowerment, and Ownership
- Good work/life balance for our team members.
- Collaborative team effort in which we support and assist each other.
- Comprehensive benefits package.
- Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
- A collaborative and mission-driven work environment.
- Opportunity to be a change agent in a continually evolving company.
- Health Insurance, Education benefits, and 401k
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.
Compensation and Benefits
Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.
Base salary for this role is $50,500.
HOW TO APPLY
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