[Hiring] Buyer Success Affiliate @Fullbay

Buyer Success Affiliate (CSA)

The Buyer Success Affiliate (CSA) helps and retains our low-touch buyer segments by strategically managing a broad portfolio of consumers to drive product adoption, proactively determine and mitigate churn dangers, and assist renewal outcomes—primarily by way of data-driven workflows, lifecycle playbooks, and focused outreach that requires impartial judgment and discretion on issues of significance.

Major Duties & Tasks:

• Strategically handle retention outcomes throughout a pooled portfolio of small to mid-size prospects utilizing impartial analysis and prioritization of buyer wants.
• Analyze buyer well being and utilization alerts and autonomously execute focused outreach methods primarily based on key behavioral triggers and disengagement indicators.
• Analyze, handle, and proactively fight buyer cancellations by figuring out root causes, evaluating disengagement patterns, and creating and executing re-engagement methods utilizing impartial judgment.
• Lead 1: many digital engagement classes (e.g., Workplace Hours, Q&A, coaching occasions) to proactively drive buyer worth at scale, tailoring content material to viewers wants.
• Collaborate cross-functionally with the Digital Success group to design, inform, and execute lifecycle campaigns and buyer engagement journeys utilizing strategic perception.
• Apply sound judgment in escalating and routing buyer issues requiring deeper assist, utilizing discretion to find out stage of intervention.
• Present consultative assist to prospects navigating coaching assets and superior product performance, evaluating buyer context to advocate optimum options.
• Monitor and doc buyer interactions and enterprise outcomes in CRM and CS tooling (e.g., Salesforce, ChurnZero), and leverage insights to tell technique.
• Determine and talk churn dangers, product suggestions, success tales, and strategic insights with inner stakeholders to affect lifecycle and retention planning.
• Contribute to a tradition of steady enchancment by independently figuring out and reporting systemic product or course of points, adoption challenges, and cancellation developments.
• Design and check focused buyer campaigns, evaluating effectiveness and utilizing judgment to refine messaging, timing, and supply methods.
• Develop and tailor dwell demo content material and coaching agendas primarily based on buyer phase wants and product adoption developments.
• Performs different duties as assigned
  

Minimal Schooling & Work Expertise:

• 2+ years in Buyer Success, Account Administration, Help, or associated roles (ideally in B2B SaaS).

Key Expertise and {Qualifications}:

• Ardour for delivering distinctive buyer experiences and a proactive, consultative method to problem-solving.
• Robust communication and relationship-building expertise throughout a number of channels (cellphone, electronic mail, chat, and written correspondence).
• Expertise navigating and leveraging CRM and buyer programs (Salesforce, Gainsight, Zendesk, and so on.).
• Demonstrated means to prioritize, handle time successfully, and work independently throughout a number of accounts and inner stakeholders.
• Excessive emotional intelligence with the power to stability empathy and assertiveness in buyer interactions.
• Familiarity with subscription-based enterprise fashions and interpretation of buyer well being metrics is a plus.

Bodily Calls for and Work Setting:

The bodily calls for described listed here are consultant of people who have to be met by an worker to efficiently carry out the important capabilities of this job. Cheap lodging could also be made to allow people with disabilities to carry out the important capabilities.

• Repeatedly required to take a seat at a desk in entrance of a pc and use fingers to finger, deal with, or really feel objects, instruments, or controls (together with a pc keyboard and working a phone), raise and/or transfer as much as 10 kilos. 
• Continuously requires the usage of fingers and arms for reaching, in addition to the power to stroll and talk successfully by way of talking and listening.
• Particular imaginative and prescient talents required by this place embody shut imaginative and prescient, shade imaginative and prescient, and the power to regulate focus.   
• Noise stage within the work setting is often reasonable.
• Sort on a pc keyboard and take a look at a pc monitor, and function a cellphone or a computer-based cellphone.