Customer Success Associate

| Greater Boulder Area
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 At SendGrid our customer experience and making them successful is one of our most important tasks. In the Customer Success Associate role you will be responsible for engaging with customers post-sale, driving the onboarding process and ensuring customer satisfaction, growth and retention. You will be a key champion for ensuring SendGrid customers' end-to-end lifecycle experience is exceptional. You will partner with sales, support, operations, marketing, product, and engineering to develop and execute our customer engagement and retention strategy from all angles of the business. We are looking for someone who has a passion for expanding customer revenue and driving successful customer outcomes.

What You'll Do

  • Create and execute programs that aid in customer retention, customer expansion, customer satisfaction, and ongoing customer engagement
  • Closely manage growth and retention programs for our large base of existing customers. This will include expansion revenue targets for growing our existing customers by promoting new products or features within the SendGrid product portfolio.
  • Work with customers on escalated issues to ensure the best possible experience
  • Respond to email communications assisting customers on product adoption and expansion tasks
  • Provide product demos, email consulting and promote new products within the SendGrid product portfolio
  • Work with the the rest of the Customer Success team implementing customer- focused initiatives designed to expand SendGrid’s revenue footprint, add business value to the customer, create and communicate best practices, and evangelize product value
  • Work with Sales and Support to ensure smooth handoffs from Sales to Support/Customer Success
  • Define business objectives and goals for targeted engagement campaigns that focus on up-selling and cross-selling to existing customers, working closely with marketing to execute and report results
  • Identify areas for optimization within the UI and onboarding process to increase adoption of SendGrid features among our customer base, with a focus on how customers
  • Continuously reinforce our core values and purpose within the company
  • Develop strong relationships with Engineering, Product and Operations to ensure cohesion and shared understanding of goals and initiatives
  • We're an agile, fast growing company and this job description isn't meant to be a complete list of your qualifications or all the things you'll do

 About You

  • 1-2 years of sales, marketing or account management experience
  • Experience up-selling or cross-selling into existing customer accounts
  • Past work experience with performance-based selling or revenue goals
  • Advanced analytical and Excel skills
  • Interest in learning new processes and becoming a product expert
  • You have a passion for customers and problem solving
  • Proven track record of working internally with various departments and customers.
  • You set an example of leadership through actions in areas of personal character, commitment, communication skills and work ethic
  • You are a people person that understands technology, with strong business acumen
  • Extremely detail oriented
  • Plans and carries out responsibilities with minimal direction
  • 4 year degree
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Location

1801 California St, Denver, CO 80202

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