Customer Success Specialist - B2B SaaS

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity 

We are seeking an enthusiastic, customer success focused professional to work with the Customer Success Team. In this role you will oversee all aspects of projects and support for assigned accounts. This role will be interacting directly with customers, Poppulo executives and leaders of other departments. This role has a significant impact on the customer experience with Poppulo and can affect retention. It will require project management expertise, time management skills and attention to detail, teamwork and desire to deliver excellent customer service.   

You will be supporting multiple client account portfolios. As such, this position will work closely with a small team and needs to occasionally step into other team roles, which may include tasks related to the functionality and appearance of visual communication solutions, delivering customer training and implementing visual communication networks. 

• Develop relationships across the portfolio of accounts to drive value for all customer on their journey  
• Schedule monthly cadence and continually seek out opportunities to increase customer satisfaction and deepen client relationships.  
• Perform proactive reach by conducting strategic engagements like QBRs, Success Plans, etc.
• Address majority of client issues, escalate it to the support team and resolve problems to client’s satisfaction  
• Deliver product demo and new features walkthrough in Teams calls with the clients
• Adopt and use AI technologies to the impact the customer experience and communication 
• Serve as the first line of contact for renewal, upsell, product demos, support issues escalation
• Assist in defining client standards and process for new projects during implementation and work closely with the implementation team to make sure the customer is in green health while going live  
• Drive clients toward contract renewals through effective relationship management and negotiate on the renewals to save churn
• Identify opportunities for improvement, discover and share new use cases with the clients to promote upsell and cross sell
• Working closely with the Renewal Managers (RM) and/or other members of the Accounting/ Customer Education/Legal team to determine and implement needs as required by evolving process strategy and client scope  
• Provide weekly detailed status reports where applicable    
• Contribute to team building and knowledge sharing opportunities 

What we’re looking for: 

• Strong written and verbal communication skills 
• Strong analysis and problem-solving skills 
• Ability to learn custom software packages and products quickly 
• Demonstrated ability to communicate effectively using both oral and written skills both 

Our ideal candidate will also: 

• 3.5 + years’ experience in Customer Success Management
• Bachelor’s degree in related field or equivalent experience 
• Experience with Salesforce – creating reports, dashboards, metrics. 
• Excellent time management and multi-tasking skills 
• Great attention to detail and excellent decision-making and problem-solving skills 
• Ability to work independently and as part of a team 
• Ability to manage and prioritize multiple competing priorities 

Note: Should be willing to work in UK shifts

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self
  We show up authentically, are self-aware and always strive to be better.
• See it. Own it. Solve it.
  We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.
• Together We’re Better
  We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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