Customer Success Associate
Job description
As an Associate Customer Success Manager, you will work alongside our team to provide proactive and reactive support to our fast-growing customer base. You will share responsibility for providing support to small- and mid-sized customers alike, and you will partner with experienced Customer Success Managers to provide support on larger accounts. We look for Customer Success professionals who are self-motivated and tech savvy. You should possess strong consultative selling skills, be comfortable with negotiation, and have the ability to identify needs, deliver value, and build strong, long-lasting relationships.
What You'll Do
- Proactively communicate with customers to providing helpful information, inviting them to events, and assisting with outreach campaigns
- Improve usage and adoption through proactive and content-driven communications
- Respond to inbound requests via the shared Customer Success queue
- Process upsells, cancelation requests, discount requests and training requests on a as-needed basis
- Diagnose potential barriers to renewal and work with customers to overcome these barriers
- Demonstrate commitment to our customer base through the highest level of responsiveness
- Identify ways we can consistently delight our customers
Your First 90 Days
In your First 30 Days , you will learn how our team of Customer Success Team operates. You will build relationships with our team as well as other internal, cross-functional stakeholders. You will learn about our systems and processes that will support our customer success strategy. You will begin triaging the Customer Success queue and providing responses to inbound requests.
Within your First 60 Days , you will learn how to independently process all first level CS requests. You will be enabled to reach out to customers and internal stakeholders as needed, and begin actively resolving customer requests and inquiries.
Within your First 90 Days , you will become comfortable running all processes with limited assistance from the broader team. Equipped with what you have learned, our customers will look to you for expertise and guidance.
Job requirements
Who You Are
- 1+ year(s) of experience in Customer Success, Account Management, Operations or Business Administration, preferably in SaaS
- Excellent verbal and written communication skills
- Ability to establish and maintain credibility and rapport
- Strong multi-tasking, problem-solving and organizational abilities
- Agile and adaptable to a fast-moving technology environment
- Proficiency with collaborating cross-functionally, including remotely
Your Differentiators
- Bachelor's degree
- Short Term/Vacation Rental Industry Experience
- Experience creating strong, engaging content.
- Prior experience with Customer Success software (e.g., ChurnZero, Gainsight)
- Prior experience with Hubspot or Salesforce
Our Values
- We are a team. Employees, customers, and partners working together.
- We are customer-focused. Our Customers’ success is our success
- We are driven. Seeking exceptional outcomes, against all odds
- We own our success. We give true ownership and empowerment to our employees