Customer Success Associate

Objectives Of The Role

• On-board and train new customers & Users.

• Build & strengthen customer relationships

• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

• Maintain existing customer success metrics and data as directed

Responsibilities:

• Creating MIS reports, Weekly /Monthly /Quarterly/Annual reports as required to the customers.

• Manage incoming calls and emails and handle appropriate follow-up calls and emails.

• Address, resolve and record any customer issues that arise regarding business growth, billing, and general account satisfaction.

• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.

• Coordinate and train all new customer starts in an efficient and streamlined way.

• Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement.

• Work with the sales and marketing team to drill customer references and develop case studies.

Requirements /Qualifications: 

• 1-2 years of experience in communications, marketing, sales, account management, or customer success.

• Multi-tasking skills, strategic planning, and project management skills.

• Exceptional communication skills (verbal and written). 

• Analytical and process-oriented mindset.

• The ability to solve problems & to think quickly on your feet.

• An eye for detail.

• Event planning experience is a plus.