Description

Customer Success Associate 

Remote/Syracuse

Reports to

Manager of the Customer Success Team 

Key Partnerships

Customer Success Org, Sales, Product, Engineering

Mission & Vision

We transform the entire vehicle buying and ownership experience by harnessing the full potential of AI-powered digital engagement technology. Impel's fully integrated platform leverages the industry’s most powerful Large Language Models (LLMs) and generative AI to enable vehicle retailers of all types and sizes to engage, educate, and influence consumers at every touchpoint in the customer lifecycle.

Job Summary

As the Customer Success Associate, you will join a pod made up of Customer Success Managers (CSMs). You will act as a backup point of contact for existing customers and support the needs of the pod day-to-day. You will be responsible for developing strong product and reporting knowledge and be able to help build targeted data stories in order to present performance metrics and insights which establish Impel’s products as best in class. You will work closely with internal Impel teams and help the pod expeditiously resolve any technical challenges that arise. To be successful, you should be organized, a strategic thinker, excel at internal and customer-facing communication, and follow up tenaciously to get the job done. 

Our Values 

Relationships – We are dedicated to transparency, open communication and building trust that lasts beyond a transaction.

Grit – We approach every activity and opportunity with tenacity and tireless execution. 

Results – We achieve success for our partners and take personal accountability for everything we do. 

Energy – We never settle, we constantly seek out new ideas with ambition and enthusiasm.

Inventiveness – We lead with curiosity, which drives us towards continuous learning and innovation.

Passion – We share an entrepreneurial spirit that inspires us to go above and beyond everything we do. 

Requirements

Responsibilities

• Help CSMs and the pod leader in their pursuit to deliver exceptional customer experience
• Join CSMs on customer calls to address a variety of topics, including annual business reviews, upcoming renewals, product adoption, best practices and strategy sessions, or ad hoc issues they’re facing
• Serve as a point of contact for all client-facing questions with the goal of client delight but as necessary, deliver “first call resolution.
• Provide customer insights and consultation to your clients that demonstrate the automotive and advertising landscape and ultimately help your clients achieve their goals using our products
• Collaborate with CSMs and cross-functional teams to develop strategies that support all client’s business goals 
• Ensure all incoming client requests and concerns are resolved in an urgent, professional, and personable manner 
• Utilize Salesforce and Gainsight to document and track customer inquiries and interactions and continue to stay up to date on emerging technologies relevant to the role
• Use Slack to communicate any key internal messages related to pod activities as well as provide updates as needed on any important account updates
• Perform other related duties such as participating in various projects or initiatives
• Maintains confidentiality of work-related issues, records, and company information 
• Demonstrates a commitment to Diversity, Equity and inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating change.

Requirements

• Bachelor's degree preferred, or 1 years of relevant work experience
• Demonstrate excellent organizational skills
• Exceptional interpersonal abilities coupled with adept communication skills, both verbal and written.
• Hunger for feedback and coaching
• Technical savvy
• Strong time management skills with the ability to handle multiple projects simultaneously
• Ability to learn quickly and adapt to change
• Effectively work cross-functionally and with a wide range of people with different skill sets and knowledge