Customer Success Representative

Description

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?

Opportunity Summary:

The Upland DWF Customer Success Team is looking for a Customer Success Representative to create and nurture long-term relationships with customers. In this role, you will be the face of the company to retain customers, grow revenue, resolve any issues that arise, and consistently help customers understand the value they’re receiving from our software products. The most successful Customer Success Representatives are empathetic to customer needs, resourceful and self-starters. The ideal candidate will enjoy building customer relationships through frequent and effective communication, collaborating with teammates and other internal departments, and ensuring customers are satisfied with our products and services. We are looking to developing talented individuals, therefore prior experience in this specific role isn’t required. We seek ambitious, intelligent, eager team members looking for a company that will invest in your professional growth.

Primary Responsibilities:

• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion
• Maintain and report accurate forecast of renewals of assigned portfolio
• Provide regular status updates and clear next steps to secure timely contract renewals
• Identify any potential risks associated to customer health and retention and communicate through regular pulse updates
• Drive cross-team collaboration between sales, customer success, professional services, technical support and other internal teams to fuel customer success
• Be the Customer advocate for new product ideas or product issue resolution, while managing reasonable customer expectations
• Identify new opportunities for growth and expansion
• Assist with various special projects to support the Customer Success organization

Requirements:

• Bachelor’s degree or equivalent credentials or experience
• Customer oriented attitude and problem-solving aptitude
• Excellent written and oral communication skills with a wide range of audiences
• Eagerness to learn, receive feedback and continuously improve
• Strong organizational and time management skills and the ability to manage multiple customers and projects simultaneously
• Experience with Salesforce or other CRM systems preferred, but not required
• 2+ years in client-facing roles for software companies, or other relevant work experience is preferred but not mandatory

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

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.