Associate Customer Success Specialist

Title:

Associate Customer Success Specialist

Job Description:

NOW HIRING: Associate Customer Success Specialist

Compensation: $30.00-$32.46 per hour

Job Overview

The Associate Customer Success Specialist assists with developing client relationships that promote retention and loyalty. The individual will work closely with our clients to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Roles & Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other duties may be assigned.

• Support retention and growth among our most valuable customers by understanding their business needs and helping them succeed

• Understand customer outcomes by communicating with customers, analyze customer use metrics, and gather other feedback as necessary

• Support successful roll-outs of product features to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person

• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement

• Identify opportunities for customers to act as product advocates (e.g., testimonials, case studies)

• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities

• Coordinate with internal teams to obtain the resources and support needed to address customer needs and requests. Represent the voice of the customer to provide input into the core product, marketing, and sales process

• Collaborate closely with team members.

• Support renewals and expansion opportunities

• Collaborate with the Product Team to identify opportunities for platform enhancement per customers’ needs

• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

• Develop expertise in all products and solutions that Network for Good provides and be able to train and clearly explain the benefits and functionality of each solution

Qualification

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice. 

Education and/ or Experience:

5+ years in a Customer Success, Relationship Management, Account Management, or similar role for a software product

Certificates, Licenses, Registrations:

 May be required to have a valid driver’s license.

Knowledge, Skills, and Abilities:

Exceptional communication skills, highly organized, collaborative and detail oriented

Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals

Empathetic, positive attitude with a desire to help our customers reach their goals

Supervisory Responsibilities

This position has no supervisory responsibilities.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually quiet.

Benefits:

SBM offers comprehensive benefit packages. For information about SBM's benefits, please visit SBM's website at:

www.sbmmanagement.com/careers Careers – SBM

SBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.