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Customer Success Advocate
Confirmed live in the last 24 hours
United States
Experience Level
Desired Skills
Customer Service
  • 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
  • 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
Desired Qualifications
  • 2+ years of experience of relevant experience at a SaaS/Software Company
  • Ability to cover Australian time zones
  • Ability to manage a large number of active accounts, identify problems and opportunities, and provide solutions for each of them with strong process management, negotiation skills, financial acumen, and ability to apply strict policies
  • 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
  • Preference for candidates with experience at our current stage and beyond (over 10,000 customers, $50-200M ARR, high growth, lots of change and building internal infrastructure)
  • Experience with an enterprise CRM or customer service application
  • 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

201-500 employees

Search & discovery SaaS Platform
Company Overview
Algolia’s mission is to empower every company to create delightful search and delivery experiences. Algolia has developed Search and Recommend APIs that simplifies the ability to understand user’s intent so that it is possible to personalize experiences and offers for a better digital visiting experience.
Company Core Values
  • Grit
  • Trust
  • Care
  • Candor
  • Humility