Job Description

We believe it takes great people to create a great product. That’s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.

We're looking for a Customer Success Specialist to support mid-tier customers during their post-sale lifecycle, throughout singular touch points to include but not limited to onboarding, adoption, retention and expansion selling opportunities.

If you’re someone who strives to improve customer satisfaction by understanding a customer's novel business needs to provide real-time suggestions for implementation best practices to drive value attainment, we’d love to meet you!

Your new adventure:

• Support mid-tier accounts by assessing their business needs and providing real-time suggestions to increase adoption, during various points along the post-sale lifecycle through various modes of outreach to include but limited to video meeting applications and email communication
• Quickly engage customers in strong discovery to uncover pain points and drive risk resolution, implementation improvement and upsell opportunities by the close of the call
• Use influence with key stakeholders to drive usage and adoption to ensure customer health and full product value attainment.
• Advises customers on the most appropriate features for their specific business needs to drive expansion sales by the close of the call
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Tailor content and communication style to service a variety of stakeholders from senior executives to end-users
• Act as the customer’s primary point of escalation, when required, to help manage customer expectations and deescalate frustrations
• Serve as the voice of the high-value customer with internal teams, advocating for their business needs to keep cross functional teams abreast of changing market needs and customer pain points
• Engage in self-driven business study to ensure the ability to connect with and advise a diverse customer base from various industries
• Research and analyse industry-specific data to share in a community forum to increase customer engagement and serve as a subject matter expert

Does this sound like you?

• Bachelor's degree or professional learning combined with 1+ year professional experience in Account Management/Customer Success or Customer Support within the tech industry
• The ability to manage competing priorities and adapt quickly without losing personal touch with customers or strategy in a fast-paced environment
• Maintain perfect self-awareness to manage customer escalations by following all of the established work processes
• Keep up to date with all product changes and has a consistently strong knowledge of all product features
• Collaborate effectively with cross-functional teams to infuse the customer's voice and needs back into the business 
• Commitment to continuous learning and personal development
• Excellent active listening skills in order to quickly synthesize information and offer advice in a synchronous environment with customers 
• Excellent communication skills in English & Spanish, both written and verbal
• The ability to cater communication style and delivery to meet that of the stakeholder
• Technical proficiency and willingness to learn new systems

Why Pipedrive:

• A value-driven work environment where people come first
• A lively bunch of colleagues from over 50 different countries, with offices in Tallinn, Tartu, Lisbon, Prague, London, Dublin, New York, Florida, Riga and Berlin
• A team serious about getting things done while not taking ourselves too seriously
• Beautiful office minutes from downtown St. Pete
• Flexible working hours as long as you’re there for your team members
• Freedom to execute your ideas with a passionate and motivated team supporting you
• Lots of room for personal and career development, with internal and external training opportunities
• Competitive salary and bonus system and all the benefits you’d expect from a great employer (5% 401K match and 28 paid holidays), comprehensive medical, dental and vision plans, regular team building activities, parental leave, paid family bonding time, as well as gym and parking allowance)

The employee must be authorized to work in the US without company sponsorship. 

The ideal candidate must be able to complete all physical requirements (sitting [80-100%] and lifting [up to 20 lbs]) of the job with or without a reasonable accommodation.

Pipedrive is an equal-opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status.

#LI-Hybrid #LI-LR2

We’re on the lookout for a customer success specialist to support mid-tier customers during their post-sale lifecycle, throughout singular touch points including but not limited to onboarding, adoption, retention, and uncovering upsell opportunities.

If this is something for you, send us your resume (in English) or a link to your LinkedIn profile and please add why we should pay extra attention to your application.

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