Associate - Customer Success

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Summary:

The position interacts with customers by creating value and focusing on providing an excellent customer experience with the goal of maximizing customer retention and customer life-time value. This is accomplished by mitigating regretted churn, driving increased contract value for existing customers, and improving the customer experience and customer satisfaction. The Customer Success Associate understands individual customer and industry business processes, identifies customer objectives and goals and ensures optimum use of technology to meet the customer’s needs. The Customer Success Associate provides one-on-one personalized consultations, customer trainings, software system usage analysis, and technical support to the clients to create value and optimize the customer’s business. This individual will act as the primary contact for assigned client and coordinate all related client service activities on behalf of both the client and the business.

Primary Duties and Responsibilities:

• Understands the customer’s procedures and business in order to identify its goals and purposes to: setup software solution(s) for maximum usage and value creation and develop programs, plans, and procedures that will achieve customer goals in a systematic and efficient way

• Deploys assigned system(s) and training for new and existing clients on respective business platforms

• Performs follow-up with new customers at least as frequently as the minimum contact cadence established by internal procedures and as necessary to ensure an excellent onboarding experience

• Operates as the lead point of contact for any and all matters specific to assigned accounts

• Monitors the overall health of the customer and use of systems for all users, proactively presents findings and consults with the customer on opportunities for improvement and value creation

• Holds regular health checks, establishes quarterly business reviews, and proactively reaches out to customers to maximize retention, create value, cross-sell and up-sell, and anticipate and mitigate potential customer churn

• Detects potential software and process problems and resolves customer concerns by investigating problems, developing solutions, preparing responses, and making recommendations

• Monitors competition by gathering current marketplace information on pricing, products, new product releases, marketing techniques, etc.

• Recommends product …