Join Springworks as a Customer Success Associate!
About
Springworks: Springworks
is on a mission to revolutionize People Operations with innovative tools,
empowering over 500,000 employees across 15,000 organizations in 60 countries.
Their exciting product stack includes:
- SpringVerify: A B2B background
verification platform.
- EngageWith: An employee recognition
platform that sparks vibrant cultures.
- Trivia: Fun remote team-building
games for strong bonds.
- Albus: An AI-powered workplace
search and knowledge bot.
Join
Springworks and be part of the remote work revolution. Get ready to work, play,
and thrive in an environment that's anything but ordinary!
Role
Overview:
Springworks is searching for proactive and passionate Customer Success
Associates to build strong relationships with their clients. As a Customer
Success Associate, you will be the main point of contact, responsible for
managing and growing client relationships, driving growth, and ensuring client
satisfaction.
Responsibilities:
- Develop and maintain strong
relationships with key clients.
- Identify opportunities for
upselling and cross-selling Springworks' SaaS products.
- Act as the primary point of
contact for assigned accounts, addressing any issues or concerns, and
providing timely and effective solutions.
- Collaborate with sales, marketing,
and product teams to develop and execute account strategies that drive
revenue growth and customer retention.
- Understand clients’ business
and industry to identify opportunities for growth.
- Ensure timely resolution of
client concerns and issues.
- Attend industry events,
conferences, and networking opportunities to promote Springworks' products
and services.
In 1
Month, you will:
- Fully understand
Springworks' products, services, policies, and systems.
- Familiarize yourself with
CRM and other necessary software.
- Be introduced to key
accounts, understand their business needs and goals.
- Start building relationships
with key stakeholders of each client.
In 3
Months, you will:
- Develop strong client
relationships and independently handle client issues.
- Understand industry trends
and competitor activities.
In 6
Months, you will:
- Successfully meet and exceed
sales targets.
- Independently manage client
accounts and resolve issues.
- Develop strategies for
retention and growth within the current client base.
- Start mentoring new account
managers, if applicable.
KPIs:
- Customer Retention Rate:
Measures the percentage of clients continuing to use Springworks'
services.
- Net Promoter Score (NPS):
Gauges customer satisfaction and loyalty.
- Average Revenue Per Account
(ARPA): Reflects the revenue generated per account on average.
- Customer Lifetime Value
(CLTV): Forecasts the total revenue expected from a single customer
account.
- Customer Churn Rate:
Percentage of clients who stop using Springworks' product.
- Expansion Revenue Rate:
Measures revenue from existing customers through upselling and
cross-selling.
- Response and Resolution
Time: Measures how quickly client issues are addressed and resolved.
Requirements:
- Minimum 1 year of experience
in a customer success/account management role.
- Proven experience in SaaS
account management in a B2B environment.
- Strong understanding of SaaS
products, services, and industry trends.
- Ability to build and
maintain strong relationships with clients, understanding their needs, and
providing tailored solutions.
- Proven experience in
upselling, cross-selling, and renewals.
- Strong communication,
negotiation, presentation, and interpersonal skills.
- Ability to work
independently and collaboratively in a team environment.
- Proficiency in Microsoft Office
and CRM software.
Benefits:
- Remote setup perk: Rs.
30,000 for furniture and headphones, plus an annual addition of Rs. 5,000.
- Comprehensive health scheme
covering physical, mental, and social well-being.
- Endless learning and growth
opportunities to fuel your curiosity.
- 30 annual paid leave days
for relaxation and recharging.
- Company outings and
celebrations to foster team spirit.
- Workation reimbursements to
turn your travel dreams into reality.
Join Springworks' remote team and experience the freedom and flexibility of asynchronous communication.
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Learn
more about Springworks:
