LastPass is looking for a Digital Customer Success Advocate:
The Digital Customer Success Advocate is passionate about helping customers gain maximum value from the solutions purchased. We’re seeking a self-motivated individual with excellent English communication skills. As a Digital CSA, you’ll work with a team to deliver on-demand and proactive outreach to a pool of global customers to drive deployment, adoption, utilization and retention of LastPass products.
Who will you work with?
As a Digital Customer Success Advocate (CSA), you will collaborate with a diverse and talented team. Your interactions will span across various departments including Sales, Marketing, Technical Support, Renewals, Product, Engineering and Professional Services.
What are some of the exciting challenges you will be working on?
- Manage a pool of accounts to drive retention, revenue growth, and customer satisfaction
- Manage a queue of inbound customer inquiries and provide them with steps to increase deployment, adoption, utilization and retention
- Identify incremental opportunities within the customer environment that promote deeper adoption, utilization and expansion opportunities
- Oversee ongoing management and retention (includes reporting and analysis on utilization, risk evaluation, and other relevant information)
- Ability to influence customers and others to compel a sense of urgency
- Influence at all organization levels and develop credibility with Sr. Management (internal and customer)
What does it take to work at LastPass?
- Customer-focused – what we do revolves around the customer!
- Experience in customer success, customer support or account management
- Excellent communication, interpersonal and writing skills
- Data-driven approach to problem-solving
- Demonstrate excellent time management skills and excel in a high-velocity and volume environment
- Understanding of customer relationship management tools and technologies
- Ability to analyze data into meaningful information, ability to modify content appropriately to match customer needs and key metrics
- Ability to adapt and work efficiently in a rapidly changing environment; willingness to be an active participant in a team environment and ability to manage multiple simultaneous projects
- Self-motivated with a strong desire to succeed and grow as we grow
- Proficiency using Microsoft Office (Word, Excel, Outlook, PPT)
It’s great, but not required:
- Experience working in Customer Success organizations with digital and scale CSMs
- Proficiency using Salesforce.com & Gainsight
- Knowledge of LastPass solutions
- Other languages in addition to English
