Customer Success Advocate

At Algolia, we’re looking for a Customer Success Advocate (CSA) who is responsible for a dedicated portfolio of customers based on a high volume / low touch engagement model. As a CSA, you are responsible for conducting account reviews, customer outreach, CRM management, forecasting, responding to customer needs, and managing the renewal process operating at scale using Salesforce, Gainsight and other internal systems. You will be partnering with various other teams including but not limited to Sales, Customer Solutions, Finance, Customer Support, and Deal Desk.

In this Customer facing role, you will get the opportunity to work on the front lines with our incredible customer base and get exposure to exciting and complex customer interactions. You'll connect with our customers to understand their needs and challenges while partnering with our Customer Success team to ensure their challenges are addressed. You'll establish relationships with customers as you negotiate to maximize mutual benefit at renewal time.

You'll Be Responsible For:

• Owning and executing on a large portfolio of renewal contracts in an assigned territory
• Managing the entire renewal process with customers, including generating quotes and updating renewal opportunities in CRM
• Ensuring all renewals occur on time
• Maintain and update our CRM with detailed and accurate information on status of customers and opportunities
• Identifying growth opportunities and providing insights to the business that improve future business outcomes
• Identifying potential risks and working with the customer to resolve any customer satisfaction issues
• Collaborating with Customer Solutions, Customer Support, Finance, Legal, Deal Desk and Sales teams to ensure all customers as supported and contracts are processed accurately
• Developing and execute win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing customer trust
• Effectively managing a high volume