Customer Success Specialist

Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. 

As a Customer Success Specialist at Resolver, you will manage a portfolio of customers, drive renewals, and focus on generating qualified migration opportunities.

The Customer Success team at Resolver are a friendly, supportive bunch who put our customers first & play a critical role in the growth of Resolver.  Sounds important right? We think so! If you're looking to get your foot-in-the-door at a high growth tech company, keep reading.

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose. 

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row! 

Your day to day?  Let's break it down!

Account Management (35%)

Measures of Success: Gross & Net Retention Targets, CSAT Targets

• Responsible for supporting Resolver Core Customers, developing plans to encourage adoption, account growth, and best practice usage 
• Form meaningful relationships with customer points of contact and expand account contacts 
• Encourage real and transparent conversations with customers about their needs and challenges.  
• Develop customer-centric solutions for key business needs. 
• Establish regular touch points to understand customer goals and challenges, and improve customer satisfaction and software adoption 
• Identifies trends and escalates concerns as required  
• Documents with high data integrity within CRM 
• Support renewal and facilitate both renewal and price increases 
• Collaborate with internal teams (such as Services, Support, Product, Marketing, etc.) to drive product adoption, resolve customer challenges, and expand account ARR 
• Gather and analyze customer data to provide insights on expansion opportunities. 

GRC Opportunity Generation and Execution (35%)

Measures of Success: Opportunity Conversions, Demos and Discovery calls 

• Identifies opportunities for customer growth across GRC customer base. Enhances account penetration and generates opportunities across all GRC Customers 
• Research existing customers to support opportunity generation across the entire GRC book of Business 
• Conduct outreach via email, phone, and LinkedIn to schedule meetings for senior GRC CS team members. 
• Qualify outbound leads to determine fit and interest. 
• Maintain and track prospect engagement in CRM, ensuring accurate data entry. 
• Develop and execute account plans that yield account expansion 
• Drive upsells, and cross-sell opportunities within assigned accounts. 
• Execute efficient transactions within assigned book of business. 
• Maintain accurate sales forecasting and reporting within CRM. 

Consultative and Conceptual Selling (20%)

Measures of Success: Salesforce Hygiene; Expansion of ARR through migrations; Migration Win Rate

• Clearly communicate value proposition based on solution approach to their needs.
• Assist CSMs in generating a sales plan to convince the customer to migrate to Core.
• Provide internal teams (Pre-sales, Professional Services, Product Marketing) feedback from customers around the migration process and value proposition

• Consults on use of software, evaluates technical questions and solicits appropriate answers from other team members (Product, Support, Professional Services, etc.) 
• Shares with vital customer feedback regarding customer usage with other departments  
• Provides reference options for Sales. 

• Forecast and track customer account metrics in CRM and CS Tracker 
• Maintain records of customer transactions  

People who excel (your background)

• University or College Degree in a related field
• Previous sales experience, bonus if it's within a b2b SaaS environment! 
• Experience in a technology field is preferred; passion for solving business problems with technology is a must.
• Strong customer service orientation is a must.  
   
• Attention to detail and commitment to excellence is required. 

What we’ll give you in return

Interested?

If you want to work in a highly collaborative environment and are committed to making a difference, apply to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at  careers@resolver.com