User Engagement Advocate (Customer Success)

TL;DR

User Engagement Advocate (Customer Success): Nurturing and growing the SMB and e-commerce customer base to ensure long-term value realization and contract renewal with an accent on relationship management and account expansion. Focus on driving the post-purchase journey, coordinating with product and sales teams, and identifying growth opportunities within existing accounts.

Location: Hybrid in Dublin, Ireland

Company

World-leading software company providing solutions for architecture, engineering, and construction to help build resilient infrastructure.

What you will do

• Drive account growth by expanding the SMB user base and managing the post-purchase journey from adoption to expansion.
• Build and nurture long-term relationships with users, serving as the primary point of contact from onboarding onwards.
• Organize onboarding sessions and maintain proactive communication to ensure user success.
• Collaborate with Product Sales, Success, and Marketing teams to optimize the user experience and build advocacy.
• Provide feedback to the Product team to help explore and deliver effective solutions for users.

Requirements

• Fluency in French and English.
• 2 to 5 years of experience in customer success, account management, or sales functions.
• Proven track record in renewal management and retention of current accounts.
• Strong active listening, written communication, and presentation skills.
• Ability to problem solve and propose solutions using data-driven decisions.
• Must be based in or be able to work from Dublin, Ireland.

Nice to have

• Knowledge of Power BI and/or Salesforce.

Culture & Benefits

• Inclusive culture with a commitment to belonging and colleague well-being via global initiatives.
• Attractive salary and comprehensive benefits package.
• Career growth opportunities within a world-leading software organization.
• Opportunity to contribute to sustainable and resilient global infrastructure projects.