Customer Success Representative

DreamFactory Software, Inc. Job Description

 

Position Title:  Customer Success Representative

Job Location:  Alpharetta, GA


About DreamFactory

DreamFactory is a pioneering company in a new breed of Internet applications that combine the agility of on-demand delivery with the custom fit of traditional enterprise software. DreamFactory offers highly functional solutions that are quick to deploy, inexpensive to maintain, and continuously improving with customer driven innovation.

 

DreamFactory’s suite of on-demand applications include: DreamTeam for project management, Carousel for meeting automation and FormFactory for creating and publishing Active business forms. DreamFactory also provides their namesake development platform to allow organizations to rapidly develop their own customizable on-demand solutions.

 
Job Description


The Customer Success Representative will be the primary post-sale contact for customer accounts to drive the deployment, adoption, and retention of DreamFactory products.  The Customer Success Representative will also work to define additional ways to grow usage and expand the revenue from customer accounts through various cross-sell and up-sell activities. The key objectives are to ensure overall customer satisfaction and retention, while increasing the revenue within DreamFactory’s customer base.


Responsibilities:Maintain consistent and pro-active communication with DreamFactory customers.  Ensure prompt customer issue resolution with the appropriate DreamFactory departments, striving for maximum customer satisfaction and retention. work to discover additional ways to grow customer usage and revenue with cross-sell and up-sell activitiesManage various post-sale Customer Success programs designed to gather customer feedback, drive retention, and increase customer education and growthDevelop a strong understanding of DreamFactory’s suite of on-demand applications such as DreamTeam, as well as an understanding of how those applications benefit the customerUse Salesforce.com as a platform for managing your activities,  and interaction with all prospects and customers Work with Product Marketing to leverage customer and product feedback into enhanced products that better meet the needs of our best customers
Qualifications

 

Ideal candidates will have an understanding of the on-demand business solution space. Candidates must have at least three years experience with successful customer account management, sales and development. They will demonstrate strong written and verbal communication skills as well as an ability to listen to customer needs and drive resolution.  Candidate must have the ability to manage stress well, and juggle multiple tasks at once.  Familiarity with Salesforce.com preferred.  BS/BA degree desired.