Customer Success Associate

Job Description

REQUIREMENTS

• Proven work experience in Customer Success Management or similar experience
• Experience with CRM software
• Understanding of sales principles and ability to deliver excellent customer experience
• Strong (verbal and written) communication skills with an ability to build relationships
• High degree of professionalism
• Good time-management skills with a problem-solving attitude
• Must be a high-energy, enthusiastic individual with the ability to manage multiple tasks at once
• Excellent written and verbal communication skills
• Strong problem-solving skills and a desire to help people
• Must have attention to detail, a commitment to providing quality service, and be results-driven
• BS degree in Business Administration, Communication, or relevant field preferred
• 2 or more years of previous experience in a hands-on service role (pre-sales, professional services, consulting, or support)
• 2 or more years of previous experience in an account management or CSM role

RESPONSIBILITIES

• Support customers in achieving their organization goals through company products and services.
• Facilitate client calls and engagements to surface client priorities, and recommend a program of action that drives high product value
• Conduct regular retention and analysis of client book of business that provides insights into performance and key client engagement metrics
• Partner with Client Growth Managers to promote new products and services
• Ensure prompt and accurate answers to clients’ queries
• Build strong client relationships, through regular communication
• Suggest company products/services that maximize client satisfaction
• Conduct solution demonstrations
• Coordinate with Sr. members of Client Services group and company leadership to formulate account plans leading to client retention and growth
• Coordinate with Manager of support to understand trends and identify risk
• Promote new products/services to existing customers

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