Job description
A fast-growing company in the partner relationship management (PRM) space, focused on providing an intuitive, automated platform designed to eliminate manual work and help partner teams scale smarter. They are seeking a Client Success Associate to ensure customers achieve their desired outcomes and have an exceptional experience with the PRM software.
Location:
Fully Remote, 9 AM - 5 PM EST
Role Overview:
Our client is looking for a motivated and tech-savvy Client Success Associate to join their growing team. This role requires a customer-centric mindset, a passion for solving customer issues, and the ability to manage relationships with clients to ensure they are achieving success with the platform. The ideal candidate will have experience in customer success, technical support, and will be comfortable with both troubleshooting and educating customers on the platform’s features.
Key Responsibilities
Customer Onboarding:
- Lead the onboarding process for new customers, guiding them through the initial setup, product training, and ensuring they can use the PRM software effectively.
Technical Support and Issue Resolution:
- Provide technical support to customers by troubleshooting issues related to the PRM software. Collaborate with the engineering team for complex escalations and resolution.
Relationship Management:
- Build and maintain strong, trust-based relationships with key customer stakeholders, acting as their primary point of contact for questions and concerns.
Customer Success Planning:
- Work with customers to develop success plans that align with their business goals. Monitor product usage, engagement, and customer satisfaction, identifying areas for improvement.
Product Advocacy and Feedback:
- Gather customer feedback on the product, advocate for customer needs, and communicate feature requests to the product team. Keep customers informed of new product updates and best practices.
Retention and Growth:
- Monitor customer health metrics to identify at-risk accounts. Develop and execute retention strategies, as well as identify upsell and cross-sell opportunities.
Customer Success Metrics:
- Track and report key customer success metrics, including customer satisfaction, Net Promoter Score (NPS), and customer lifetime value (CLV). Proactively refine strategies based on these metrics.
Requirements
Experience:
2-4 years of experience in customer success, preferably within a B2B SaaS environment.
Proven ability to manage customer relationships and ensure satisfaction.
Skills:
Strong technical aptitude with the ability to understand and communicate complex product features.
Excellent written and spoken communication skills in English.
Proficiency in customer success software and CRM tools (e.g., HubSpot, Salesforce).
Ability to troubleshoot technical issues and work collaboratively with engineering teams.
Attributes:
Highly organized with a customer-first mentality.
Self-motivated, proactive, and able to manage multiple tasks in a fast-paced environment.
Ability to adapt to a startup culture and take ownership of customer success processes.
Why This Role?
Impact: Play a crucial role in shaping the customer experience and directly influencing the success of the customer base and the company.
Growth: Opportunity for professional development and career progression as the company scales.
Culture: Join a collaborative, supportive team where your contributions will have a direct impact on the business.
Ideal Candidate Profiles
Customer-Centric Problem-Solvers:
- The ideal candidate will be passionate about helping customers solve problems and achieve success with the product.
Technical Communicators:
- Candidates who are comfortable with technical concepts and can explain them clearly to non-technical stakeholders.
Proactive and Organized:
- Individuals who can manage multiple priorities, stay organized, and proactively identify opportunities for customer success.
Team Players:
- Ability to work collaboratively with various teams, including sales, product, and engineering, to ensure a seamless customer experience.
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets
