An Associate Customer Success Manager works closely with their Account Executive to drive high levels of product adoption, engagement, and retention. In doing so, they provide an excellent customer experience for their clients. 

Responsibilities 

• Drive high levels of product adoption and engagement and provide an excellent customer experience to ensure strong renewal rates and enrichment. 
• Focus on critical business issues in order to map relevant training and drive value. 
• Partner with Account Executive; collaborate on account plans, renewal risk identification, and potential account growth opportunities. Report on account health, trending, and progress on delivery of customer outcomes. 
• Produce timely documentation with attention to detail.
• Identify new opportunities for additional products and services within their book of business. 
• Assist with support tickets, trainings, customer documentation needs such as recorded trainings and playbooks. 

Key Challenges: 

• Large book size creates a reactive model and prioritization of tasks is required to reduce administrative activities. 
• Educating customers so you are a partner, problem solver, and enabler. 
• Engagement with all customers on a frequent basis to achieve quarterly KPIs. 
• Developing a partnership with an Account Executive to create a value driving, collaborative and strategic environment. 

Education: High School or GED equivalent 

Knowledge 

• computer (Basic) or IT troubleshooting 
• Proficient in Microsoft Office Suite (Basic) 
• Adequate computer (Basic) and IT troubleshooting skills 
• Foundational understanding of web-research tactics (Basic). 
• Achieve Definitive Healthcare’s Level 1 Explorer Certification (Basic) 

Experience 

Critical Experience: 

• Proficient in asking open-ended questions and proven active listening skills 
• Track record of client-facing roles and high achievement in customer satisfaction. 
• Communication skills that demonstrate clarity of thought and confidence in public speaking. 
• Ability to troubleshoot and understand escalation path for difficult conversations or problems. 
• General Experience: 
• 1-2 years of experience in a client facing role focused on driving engagement and/or gathering client requirements 
• Adept at working in a collaborative team environment toward a shared goal 
• Experience in project management, balancing priorities, and holding stakeholders accountable 
• Strong attention to detail and superior communication skills 
• Ability to learn new concepts quickly 
• Energy, humor, compassion, and enthusiasm 
• Additional Responsibilities: 
• Attends local conferences and on-site customer visits.