Job Description

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

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