Account Specialist - Customer Retention

We’re looking for an Account Specialist - Customer Retention to join us here at SwipedOn, a Sign In Solutions Company.   

This role will suit a confident, energetic, and savvy professional who has strong communication and interpersonal skills, with the ability to build rapport and trust with stakeholders and effectively communicate our product features and benefits to workplaces across North America and Asia Pacific.  Ideally you will have a background in SMB customer relationship management, dedicated to providing impactful solutions that result in highly successful accounts enabling strong adoption, renewal and upsell.

As an Account Specialist - Customer Retention, you will be responsible for managing and expanding our customer accounts in North America and Asia Pacific.  You will play a crucial role in nurturing customer relationships, understanding their needs, and ensuring they derive maximum value from our solutions. Your success will be measured by key performance indicators (KPIs) including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

This is a hybrid position based in our Tauranga office which is perched right on the waterfront in the beautiful Bay of Plenty, New Zealand. In cahoots with our overseas hubs, we help over 36,000 workplaces around the world simplify and streamline their workplace sign in, checking in thousands of employees and visitors every day.

About Us

Here at Sign In Solutions, we think we’re a pretty good bunch to work with… But that’s what they all say right? So here’s a little more about us:

Sign In Solutions is the innovative workplace enablement partner that goes beyond traditional visitor management, combining the comprehensive software and real-time analytics modern organizations need to mitigate risk, elevate experiences, and empower people. Launched in 2021 with funding from PSG V, Sign In Solutions acquired Sign In App, Sign In Enterprise (formerly Traction Guest), Sign In Compliance (formerly ThreatSwitch), Sign In Workspace (formerly Pronestor), Sign In Scheduling (formerly 10to8) and Sign In Central Record (formerly SCR Tracker).

Our global team is a dynamic bunch who love a laugh, and are brought together by a passion for simplifying the complex and making work life as easy as possible (not to mention good coffee and a penchant for ping pong).

We are a global SaaS company specializing in workplace sign in software. In a nutshell: we facilitate the sign in of people into spaces and places with a beautifully designed, customer-centric software solution.  With global hubs in Northampton, UK, St. Pete FL, USA, and Tauranga, New Zealand, we support a truly hybrid workforce and embrace the flexibility of remote work.

We’re growing fast and have some big goals in the pipeline. This position is to work within the SwipedOn team, where you will be responsible for the successful use of the SwipedOn product across our entire customer base. It presents an exciting opportunity to help shape the ongoing growth of the business.

Culture is important at Sign In Solutions. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are: 

- Customer 1st 

- Respect & Dignity 

- Accountability & Empowerment 

- Honestly & Positivity 

- We’re Here to Win

• 2+ years of experience in account management, customer success, or a related role, preferably within a SaaS or technology company
• Bachelor’s degree in Business, Marketing, or a related field
• Strong communication and interpersonal skills
• Proven ability to manage and grow customer accounts
• Excellent problem-solving abilities and a customer-centric mindset
• Familiarity with CRM software (Salesforce & Hubspot) and customer success tools
• Strong instincts on customer sentiments and behaviours. Ability to anticipate unarticulated or unmet customer needs
• Self-motivated with a strong sense of ownership and accountability
• Ability to work independently and as part of a team in a remote environment
• Detail-oriented with strong organisational skills

• Develop and maintain strong relationships with existing customers, serving as their primary point of contact for all account-related matters.
• Understand customer needs and objectives, and provide proactive solutions to ensure their success and satisfaction with our platform.
• Focus on expanding existing accounts by identifying upsell and cross-sell opportunities.
• Work to improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Collaborate with CSM team members and customer teams to assist in onboarding new customers and ensure they are effectively trained to use our software to its full potential.
• Act as an advocate for the customer within the company, providing feedback to product and support teams to enhance the overall customer the renewal process, ensuring timely and successful contract renewals.
• Oversee the renewal process, ensuring timely and successful contract renewals.
• Track and report on account performance, identifying areas for improvement and implementing strategies to address them.
• Work closely with sales, support, and product teams to ensure a seamless customer experience.

This isn’t just about us getting to know you. We believe you need to dive in to get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands on to showcase your skills. As you get to know what we’re all about, we hope you’ll become increasingly confident and excited that we could be your next big move.

Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:

- Phone interview with our People & Culture team

- Meet with the hiring manager and other members of the team

- Culture meeting with other members of the SwipedOn team