Job Description:
At Canva, we create tools that empower the world to design. Our mission is to democratise design and empower creativity for anyone and everyone, on every platform! Inspired by a team of talented thinkers, an amazing culture and remarkable growth trajectory – we’re out to change the world, one design at a time.
Since launch in August 2013 we have grown exponentially, amassing over 10 million users across 179 different countries who have created more than 400 million designs. We are one of the world’s fastest growing technology companies and we have only achieved about 1% of what we are capable of!
About the team Canva’s Customer Success team is responsible for inbound sales and taking care of the company’s large accounts currently subscribed to Canva for Work, our premium subscription.
Our aim is to increase the number of Canva for Work teams we have onboard and to ensure VIP customers are getting the best out of the product and are maximizing the use of the platform.
About the candidate We are looking for a highly driven Account Executive who thrives in a fast-paced environment with solid experience in account management, sales, or client retention. This person has a steep learning curve for software technology, and values the importance of forming quality relationships with clients and users.
This person is a problem-solver, has a knack for quick thinking, and keen to work in a highly collaborative and goal oriented environment.
About the role As our Account Executive, you will be working closely with our Customer Success team. You will be the key point-of-contact for inquiries and potential leads. Your role is crucial as you will help boost the Customer Success team in achieving its goals by qualifying prospects, providing high-quality support to high-value potential leads and existing clients.
Your role is to support the team business by driving company sales through account renewals, ensuring existing clients are well-supported, providing the best solutions to our VIP customer base, and through product onboardings, as needed.
If this sounds like the perfect role for you, we’d love to hear from you. As our Account Executive, you will... Respond to inquiries by providing upbeat email response and solutions to potential high-value prospects and existing customers. Qualify prospects and handle all general inquiries prior to endorsing them to a Customer Success Specialist for a consultation call. Contribute to pre-sales and post-sale activities by conducting email and phone-based consultations with clients, understanding the client’s needs, and ensuring we provide them with the best solutions. Support the team through continuous administrative support and complete various client retention and upselling projects. Review client records and spot weekly trending support issues to ensure excellent relationship management is maintained. Track all essential information related to managing customer inquiries through our CRM system, Hubspot. Must be adaptable to shifting schedule – mid-shift (2pm to 11pm) and Graveyard (10pm to 7am) to provide real-time support to US & EU clients. Minimum Qualifications:
You'll love this role if... Have at least 2 years of Sales, Account Management, solution selling background or relevant work experience. Have a passion for customer service and a high affinity for sales – you value forming great relationships and comfortable in dealing with C-level executives and clients. Have excellent communication skills: Must possess superior oral and written communications skills in order to clearly and effectively convey issues, reports, and other deliverables. Has great proofreading skills. Have great people skills: Enjoys communicating with other people and has the ability to listen, communicate and relate to others, has empathy and a willingness to work together especially with other in-house or off-site teams. Organizational skills: Good in planning and scheduling future tasks, time management, coordinating resources and meeting deadlines to other team members. Attention to detail: Able to quickly spot inconsistencies in the process or situation to correct them. Provides information in a usable form and on a timely basis to others who need to act on it. Customer Support Experience: 2+ years client relationship/client retention experience. Needs to know how to process support emails, interact with a wide range of customers and technical issues and provide product knowledge and guidance. Adaptability: You will be working in a fast-paced startup so everything can change and you must be willing to adapt and move with the current. We'd love it if... You are familiar with Hubspot CRM or other CRM applications like Salesforce and Pipedrive You are a proactive problem solver –we want go-getters in our team! You have a knack for learning new applications You have knowledge of basic sales-related SaaS products and have the ability to learn new ones quickly You have a passion for creativity and design You are knowledgeable in creating process documents Benefits: Equity options In-house chefs that cook delicious breakfast and lunch for us each day Fitness membership allowance Generous parental leave policy Sponsored social clubs and team events Fun and quirky celebrations
