Customer Success Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• Yearly Kick Off Parties with major giveaways (like the car in 2023)
• Get recognized through our ‘Value Awards’
• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses
  
  

A Glimpse into Your New Role

○ Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success

○ Own all aspects of the customer relationship, including renewals, account growth, product adoption & utilization, ROI, and customer satisfaction

○ Lead account reviews with customers to keep them informed of product features and enhancements

○ Own all aspects of the renewal process including contract and commercial negotiations with the support of the legal team

○ Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as Product Management, Sales, Marketing, Legal, Engineering and Finance

○ Set, measure and achieve or exceed client retention and upsell/cross sell quotas

○ Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management

○ Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate, partner with sales on strategic deals

○ Anticipate at-risk accounts to mitigate retention risk through client action plans and training

○ Continuously drive product value and ROI by strategically advising clients on clients product features

○ Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs

○ Remain current on industry news and current events understanding and proactively identifying impact on customer decisions and strategy

○ Take the initiative to document best practices and sharing successes with the team

○ Document all customer interactions, tasks and goals in Gainsight

What You’ll Bring

• Minimum of 2 years customer-facing experience, preferably in a SaaS or subscription business managing a portfolio of 300+ accounts
• Experience using Gainsight and Salesforce or similar CRM software
• Demonstrated experience and passion for social technologies and SaaS space
• Customer-first mentality and talent for building strong relationships
• Experience working cross-departmentally (with Sales, Front-line Customer Service, Product, Engineering) to serve the needs of customers
• Ability to prioritize and manage expectations within a fast-paced environment
• Excellent written and verbal communication and presentation skills
  
  

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each other.
  
  

What are you waiting for?

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!

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