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Customer Success Associate | Pittsburgh, PA

Job Description

Our Customer Success Associate is part of a highly productive team that works together to create the best possible customer experience.

The ideal candidate loves solving complicated problems, is self-driven, a master multi-tasker, and enjoys working in a collaborative, evolving environment. The responsibilities for the role are centered around Customer Success activities including: on-boarding, adoption, advocacy and retention.

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KEY RESPONSIBILITIES

  • Ensure a red carpet experience throughout the customer lifecycle that delivers high product adoption, usage, and overall satisfaction

 

  • Support customer onboarding and implementation of the suite of platform features

 

  • Provide customer support and coordinate monthly customer newsletter

 

  • Work closely with cross-functional teams like Marketing, Product, and Sales to communicate product issues, feature requests and overall customer sentiment

 

  • Partner with customers to find creative solutions while we build the feature sets they request

 

  • Help coordinate the planning and implementation of¬†Helping Hands¬†initiative in Pittsburgh, PA

 

  • Help coordinate the development of tutorials, training programs, and playbooks for other teams members and customers, which improve the customer experience, support retention, enable growth and drive increased efficiency of processes

 

  • Respond to customer tickets, coordinate with product and engineering teams for resolutions, assure customer needs are met in timely manner with high customer satisfaction

 

  • Proactively collaborate with our development and product team to test new features and enhancements

QUALIFICATIONS