Customer Success Associate

Who we are: 

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.

Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We’re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more. 

Today, our team is made up of more than 4,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive. 

About the Role:

CS SMB Retention is responsible for relationship building with Motive customers. This position coordinates, executes, and manages programs built to effectively retain customers through positive relationship-building, listening to concerns/addressing issues and educating customers on the value of our products. A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone that is highly organized, has excellent communication skills and demonstrates good judgment.

What You'll Do:

• Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal
• Handle a large volume of phone conversations and email inquiries
• Maximize customer lifetime value and minimize churn risk while increasing overall customer satisfaction and identifying up-sell opportunities
• Build quick rapport with customers and apply both persuasive rebuttal skills and problem solving strategies while providing solutions
• Process case resolutions, contract modifications and cancellations using CRM SalesForce.
• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations

What We're Looking For:

• 2+ years prior experience in a customer facing role (sales and/or support) using CRM software (Salesforce Lightning and CPQ preferred).
• University undergraduate degree
• Strong ability to build and maintain customer relationships
• Effective listening and problem-solving skills
• Excellent English communication (both written and verbal) and presentation skills
• Proven ability to manage multiple responsibilities with a high attention to detail and professionalism
  

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

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