Articulate
Customer Support
What you’ll do:
Manage a book of 60-80 of our largest, most strategic Enterprise accounts
Own the entire customer life cycle for your accounts, including onboarding, engagement and renewal
Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
Accurately forecast renewal revenue for current and future quarters
Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers
Proactively drive customer adoption and mitigate retention risk
Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
Meet key performance indicators around revenue retention, account expansion, renewals, lead generation, and customer satisfaction
Be the voice of the customer internally to resolve customer challenges
Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
Participate in all enrichment and enablement activities as assigned
Participate in special projects and additional responsibilities as needed
What you should have:
8+ years experience working in a customer-facing account management, sales or customer success role
A strong understanding of customer success
Experience managing a book of 50+ customer accounts
Experience directly managing renewals, driving renewal strategy, and handling customer negotiations
A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
Experience creating and upleveling strategic relationships with key stakeholders
Ability to prioritize a large but strategic book
Excellent critical-thinking skills
High commercial acumen and strong discovery skills
Resiliency, adaptability, and experience thriving in a fast-paced environment
Ability to work independently with a high sense of self-accountability and as part of a collaborative team
Excellent verbal, written communication and presentation skills
2+ years experience in SaaS
2+ years experience using Salesforce
$102,900 – $136,316 a year
The pay range for this position is $102,900 to $136,316 for all U. S. locations. This range represents our good faith expectation of what we reasonably expect to pay for this role based on factors including (but not limited to) skills, experience, training, licensure and certifications, education, and other business and organizational needs.
This position is bonus-eligible. Articulate also offers a robust suite of benefits — visit the website for a full list.
The application window for this position is expected to close 90 days from the original posting date.
This is a US-based role and can be performed remotely from anywhere within the United States. Occasional travel for company events may be required. Employees must physically reside and work within the US throughout their employment and must immediately notify Articulate of any change of address.
About us
Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers
To apply for this job please visit jobs.lever.co.