Customer Success Associate

Customer Success Associate

As a Customer Success Associate, you will build upon your foundational skills to support and manage the customer lifecycle more comprehensively. You will take on a more proactive role in ensuring customers are engaged and satisfied, acting as an essential resource for troubleshooting and enhancements.

Responsibilities:

Proactively support the onboarding process for new customers.

Address and resolve a broader range of customer inquiries and issues.

Assist with customer renewals and upselling opportunities.

Monitor and analyze customer performance and engagement data.

Provide intermediate-level training and guidance to customers.

Ensure implementation schedules, targets, and budgets are met.

Collaborate with internal teams on customer feedback to improve products/services.

Document detailed customer interactions and updates in CRM.

Identify potential areas for service/product improvement based on customer feedback.

Maintain and enhance strong client relationships.

Skills:

Enhanced Communication: Improved verbal and written communication capabilities.

Intermediate Problem-Solving: Ability to tackle a wider range of issues.

Analytical Skills: Basic analytical skills to track and interpret customer data.

Technical Proficiency: Stronger understanding of products/services.

Advanced CRM: More proficient use of CRM tools for streamlined customer management.

Customer Focus: Deepened empathy and focus on customer needs.

Collaboration: Enhanced team collaboration and coordination.

Feedback Implementation: Ability to implement customer feedback effectively.

Qualifications:

Bachelor’s degree from an accredited college/university or equivalent B2B client service experience.

Strongly preferred minimum of two years of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail, and/or legal industry.

Preferred Knowledge, Skills or Abilities:

* Strong organizational, time management and multi-tasking skills

* Ability to absorb product knowledge quickly and process information to apply to customer needs

* Ability to make sound business decisions and exercise discretion and judgment

* Experience generating add-on sales revenue preferred

* Strong analytical and problem-solving skills

* Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook