Job Description

Tell me about Igloo!

One of our core beliefs at Igloo is that people are a company’s biggest asset. This philosophy is woven into everything we do at Igloo – our behaviors, our culture, and especially our digital workplace solutions, which we as Iglooites use everyday. You might say we talk the talk and walk the walk!

Igloo's mission is to transform workplace communication and collaboration! We simplify workflows, making it easy to create and share content while delivering a delightful experience for all Igloo users.

That’s why we deliver an exceptional employee experience that goes beyond just perks and promises – Igloo can offer you the true sense of purpose that you’ve been looking for! We offer a fully remote work environment designed to empower you to thrive, excel and succeed in your career from the comfort of your home. Join Igloo and unleash your potential!

Why this role is important:

Igloo is driving a Customer Success movement that puts our customers at the heart of everything we do. We’ve built a world-class Customer Success team made up of passionate and dedicated professionals focused on delivering the business outcomes our customers need to transform their digital workplaces.

Igloo Customer Success is the protector of revenue, the prospector of customer growth, and advocate for customer needs. We deeply engage with our customers to understand their business goals and requirements. We work collaboratively with our customers sharing our expertise and supporting them in continuously delivering business value through their Igloo Digital Workplace. We ensure the longevity of our partnerships by guiding them through their Igloo customer journey and financial transaction so doing business with Igloo is easy.

The impact you'll have:

• Work as part of the team owning and managing a portfolio of Igloo’s customers, developing and maintaining strategic business relationships building customer & brand loyalty driving retention.
• Support the Digital Customer Success program through reviewing metrics, risk, health and cross-collaborative functions.
• Actively promote programs and campaigns that drive customer adoption and engagement and ensure wild success
• Digital Workplace Consultation, the advisor to customers by providing strategies, plans and applying Igloo solutions to address specific business challenges to support them throughout their engagement lifecycle
• Work closely with key cross-functional teams, including sales, engineering, and implementation to advocate for improving/enhancing existing capabilities where appropriate
• Support the process of creating and monitoring opportunities, needs, and timing to execute customers' success plans into action. You can identify and create monthly, quarterly, and yearly projections and a funnel of business opportunities showing net growth for your base.
• Support for various CS sales activities including but not limited to:
• Opportunity Creation
• CS Inbound Queue Management
• Automated Engagement Programs
• Upsell Requests and Execution
• Recommend potential products, services, solutions to customers
• Execute specific upsell/cross-sell campaigns
• Provide thoughtful insight on digital workplace strategies, solutions, and adoption best practices in order to exceed strategic goals.
• Establish and maintain updates in the Playbook, ensure access to new assets, align Best Practice Models.

The keys to success:

• 1-2 years’ experience managing customer relationships in a sales, account management or customer success capacity
• Achievement oriented, with the ability to multitask and handle multiple customers and partners in a dynamic, fast-paced environment
• Excellent communication and presentation skills
• Organized and able to manage a large volume of tasks independently
• Demonstrated ability to anticipate customer and partner needs and provide consultative guidance
• Demonstrated ability to navigate difficult conversations with diplomacy and tact
• High energy level, drive to succeed, and a sense of urgency
• Experience working within a SaaS organization is an asset

What Igloo can offer you!

We offer a training budget for every employee, health benefits a wellness spending account, and matching retirement savings. You choose whether you work on a Mac or PC, whatever hardware makes your work easier. We are also proud to offer a 100% remote-first work environment for each role at Igloo!

If you’re looking for a role with the right mix of autonomy and team collaboration, an environment that fosters transparency and trust, a company with seasoned leadership and backed by a leading investment firm, a career with lots of opportunity and room for growth, and a chance to personally influence how organizations work, then we invite you to step inside Igloo.

Sound like you? Apply now!

Igloo is committed to building and supporting a culture of equity, diversity, inclusion, and accessibility. We hire the best talent and welcome applications from all qualified individuals, especially those from underrepresented and systemically oppressed groups.

Accommodations are available on request to enable your full and inclusive participation in our recruitment process. Please contact hr@igloosoftware.com for if you require support.

Learn more about Igloo Software:

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