Customer Success Advocate, Anz

3 weeks ago

Sydney, Australia Algolia Full time

At Algolia, we're looking for a Customer Success Advocate (Renewals Manager) who is responsible for high volume / low touch engagements with a dedicated portfolio of customers with the Australia & New Zealand regions. As a CSA, you will engage with each customer proactively to identify risk and expansion potential. You are also responsible for ensuring each customer is successful and seeing value with Algolia, while also managing the renewal process. You will be working cross-functionally, partnering with Sales, CSE's and CSM's, along with finance and deal desk.

In this Customer Centric role, you will get the opportunity to work on the front lines with our incredible customer base and get exposure to exciting and complex customer interactions. You'll connect with our customers to understand their needs and challenges while partnering with our Customer Success team to ensure their challenges are addressed. You'll establish relationships with customers as you negotiate to maximize mutual benefit at renewal time.

YOU WILL BE RESPONSIBLE FOR:

- Owning and executing a portfolio of renewal contracts in an assigned territory
- Ensuring all renewals occur on time
- Identifying growth opportunities and providing insights to the business that improve future business outcomes

YOUR ROLE WILL CONSIST OF:

- Develop and execute win/win negotiation strategies for small, medium and large account contract renewals that maximize contract value while protecting and enhancing customer trust
- Own, drive and manage the renewal process with customers, including renewal quotes and renewal opportunities, in collaboration with Customer Success, Finance, Legal, Deal Desk and Sales teams to ensure all contracts are accurate
- Maximize account growth opportunities by playing an active role on the account team and helping to identify incremental opportunities upon contract renewal
- Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure (OTRR: On Time Renewal Rate & Retention will be a KPI)
- Provide Customer Success Management with complete visibility to renewals and solicit Algolia VP or Executive involvement as required
- Accurately maintain/update and provide renewal forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies
- Follow and adhere to best practices for all internal processes including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations and Forecasting
- Achieve financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons, and maximize customer value
- Accurately forecast and manage pipeline on a monthly, and quarterly basis

YOU MIGHT BE A FIT IF YOU HAVE:

- 2+ years of experience of relevant experience at a SaaS/Software Company
- Ability to cover Australian time zones
- Ability to build relationships and collaborate closely with teammates
- Ability to react and adapt to potential rapid shifts in priorities and organizational policies
- Constantly looking to learn and improve

NICE TO HAVE- Experience with Salesforce CRM is a significant plus
- Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level
- Ability to manage transactions through every stage of the renewal cycle
- Experience in negotiating complex multi-year services contracts

WE'RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

- **GRIT** - Problem-solving and perseverance capability in an ever-changing and growing environment.
- **TRUST**:

- Willingness to trust our co-workers and to take ownership.
- **CANDOR** - Ability to receive and give constructive feedback.
- **CARE** - Genuine care about other team members, our clients and the decisions we make in the company.
- **HUMILITY** - Aptitude for learning from others, putting ego aside.

LI-Hybrid #LI-Remote

REMOTE STRATEGY:
Algolia's workplace strategy, **Hybrid Remote**, is designed to harness the power of the opportunities that remote work offers both employees and the company, while also providing an engaging in-office experience for the times when an employee is in an office. Our workplace approach reflects the belief that an employee's impact, contribution, and output are more important than their physical location.

The majority of employees will be able to choose if, and when, they come into an office on a regular basis. There will be times when our people are asked to come into an office for "moments that matter:" activities like critical planning meetings and team social gatherings. Beyond those events, 80% of our workforce may choose the location from where they work in the country in which they were hired.

ABOUT US:
Algolia prides itself on being a pioneer and market leader offering an AI-powered, API-First Search & Discovery platf

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