Customer Success Specialist, Resolver
Risk-intelligence software
Open for applications
Risk-intelligence software
201-500 employees
Open for applications
201-500 employees
Company mission
To create a digital world that is safe for everyone.
Role
Who you are
- University or College Degree in a related field
- Previous sales experience, bonus if it's within a b2b SaaS environment!
- Experience in a technology field is preferred; passion for solving business problems with technology is a must
- Strong customer service orientation is a must
- Attention to detail and commitment to excellence is required
What the job involves
- As a Customer Success Specialist at Resolver, you will manage a portfolio of customers, drive renewals, and focus on generating qualified migration opportunities
- Account Management (35%)
- Measures of Success: Gross & Net Retention Targets, CSAT Targets
- Responsible for supporting Resolver Core Customers, developing plans to encourage adoption, account growth, and best practice usage
- Form meaningful relationships with customer points of contact and expand account contacts
- Encourage real and transparent conversations with customers about their needs and challenges
- Develop customer-centric solutions for key business needs
- Establish regular touch points to understand customer goals and challenges, and improve customer satisfaction and software adoption
- Identifies trends and escalates concerns as required
- Documents with high data integrity within CRM
- Support renewal and facilitate both renewal and price increases
- Collaborate with internal teams (such as Services, Support, Product, Marketing, etc.) to drive product adoption, resolve customer challenges, and expand account ARR
- Gather and analyze customer data to provide insights on expansion opportunities
- GRC Opportunity Generation and Execution (35%)
- Measures of Success: Opportunity Conversions, Demos and Discovery calls
- Identifies opportunities for customer growth across GRC customer base. Enhances account penetration and generates opportunities across all GRC Customers
- Research existing customers to support opportunity generation across the entire GRC book of Business
- Conduct outreach via email, phone, and LinkedIn to schedule meetings for senior GRC CS team members
- Qualify outbound leads to determine fit and interest
- Maintain and track prospect engagement in CRM, ensuring accurate data entry
- Develop and execute account plans that yield account expansion
- Drive upsells, and cross-sell opportunities within assigned accounts
- Execute efficient transactions within assigned book of business
- Maintain accurate sales forecasting and reporting within CRM
- Consultative and Conceptual Selling (20%)
- Measures of Success: Salesforce Hygiene; Expansion of ARR through migrations; Migration Win Rate
- Clearly communicate value proposition based on solution approach to their needs
- Assist CSMs in generating a sales plan to convince the customer to migrate to Core
- Provide internal teams (Pre-sales, Professional Services, Product Marketing) feedback from customers around the migration process and value proposition
- Nternal Engagement (15%)
- Measures of Success: Gross & Net Retention Targets; CSAT Targets
- Consults on use of software, evaluates technical questions and solicits appropriate answers from other team members (Product, Support, Professional Services, etc.)
- Shares with vital customer feedback regarding customer usage with other departments
- Provides reference options for Sales
- Forecasting & Documentation (15%)
- Forecast and track customer account metrics in CRM and CS Tracker
- Maintain records of customer transactions
Our take
Resolver, formerly Crisp, is a pre-eminent name in the now-crowded field of social media monitoring services. The company was founded with the objective of identifying internet-based threats to children, and has since evolved into a provider of wider digital marketing services for its clients through the use of sophisticated artificial intelligence tools and a growing team of analysts.
After an acquisition by U.S. risk giant Kroll in 2024, Resolver is looking to synergise its services with its new parent company. Combining AI technology and real-time alerts with Kroll’s risk advisory expertise should significantly expand the value of Kroll’s offerings.
Perhaps the biggest reason for Resolver's former iteration as Crisp's success to date is its roots in online harm-detection. For example, the reputation it has built through operating in environments where analysts simply cannot make mistakes has been crucial to winning the trust of over 1000 brands. Resolver must hope that under new ownership, that reputation will be furnished rather than diluted.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (1 round)
Oct 2018
$25m
GROWTH EQUITY VC
Total funding: $25m
Company benefits
- 33 days holiday including Bank Holidays
- Critical Illness
- Life Insurance Cover
- Healthcare Cash Plan
- An attractive pension
- Cycle to Work Scheme and Commuter Loans to help your journey to work
- Employees perks with freebies, discounts, rewards and more
- Free yoga classes twice a week
- Subsidised gym membership
Company HQ
Leeds City Centre, Leeds, UK
Leadership
Adam Hildreth
(Founder)Prior to founding Crisp in 2005, they were Managing Director of Dubit.
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