Customer Success Representative - London, United Kingdom - PSPDFKit

Description

Nearly a billion end users in more than 150 countries rely on PSPDFKit every day including industry leaders like Dropbox, DocuSign, SAP, IBM, Volkswagen, Fabasoft, Wolters Kluwer Deutschland, and the European Patent Office.

Our software development kits enable companies to work smarter and faster, saving time and expenses along the way, while effectively replacing the need for paper processes.

We are growing rapidly and are building out our Customer Success team to help advise and guide a wide variety of customers, ensuring they launch PSPDFKit successfully, adopt it widely, and realize value from PSPDFKit and its portfolio of offerings (OPRALIS, Aquaforest, and Muhimbi) as quickly as possible.

Our Customer Success Representatives (CSRs) work closely with customers to confirm their business needs and challenges, and partner with them on how best to use our offerings to solve their real-world problems.

Working closely with our Sales Team Members, our CSRs identify ways that existing customers can improve their use of PSPDFKit or uncover new uses for PSPDFKit, creating a better experience for millions of end-users and the myriad of use cases we serve.

Our CSRs are also responsible for securing the renewal of existing customers' subscriptions, while helping identify ways for customers to expand into new use cases and/or helping them scale their usage.

Part coach, part consultant, and part product specialist, our CSRs are laser-focused on helping our customers realize their full value from our offerings.

• Help onboard new customers with their use of our offerings, which includes sending license keys, enabling their access Zendesk, setting up a welcome meeting, and identifying and documenting key milestones they need to achieve
• Empathize with every aspect of the customer experience, putting customers' needs first and solving realworld challenges
• Guide and coach customers with proactive customer success processes and outreach
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and retention
• Identify common customer challenges in order to recommend better approaches to solve their pain
• Collaborate with our Sales Team to identify and drive growth of the install base through expansion / up / cross sells of additional products
• Directly impact the development roadmap of PSPDFKit's offerings by helping to translate our customers' business needs and product requirements into feedback that can be used by the Product team
• Help drive customer references and case studies

• Relevant work experience in customerfacing customer success, account management, or strategic consulting organization
• Selfmotivated, proactive teammate with innovative ideas to inspire customer loyalty and product adoption
• High sense of ownership and the ability to work autonomously
• Strong interpersonal skills and experience building strong relationships
• Proven track record of highlyprofessional customer service in a fastpaced, dynamic environment
• Diplomacy, tact, and poise under pressure when working through customer issues
• Bachelor's Degree is a plus
• Fluent English speaker (multilingual is a huge plus)

In 2021, PSPDFKit announced its first strategic growth investment led by Insight Partners, a New York-based global venture capital and private equity firm focused on growth-stage software and technology companies.

Insight's investment, which totals more than $115 million, is being used to accelerate product growth, sales & marketing efforts, and fund strategic acquisitions, further expanding the capabilities of PSPDFKit's highly adopted document processing platform.

We're a highly cross-functional organization, and we're committed to tackling challenging problems so our customers can focus on building great products.

• Continuous improvement
• Feedback
• Transparency
• People
• Creativity
• Character