Associate Customer Success Manager

Dept: Customer Experience

Reports to: Manager, Digital Customer Experience

Reviewed: 03.2024

Position Summary:

As an Associate Customer Success Manager, you will be responsible for managing a portfolio of clients and ensuring their satisfaction and success with our products and services. You will be the primary point of contact for your customers and will collaborate closely with them to understand their needs, address their concerns, and provide them with the guidance and support they need to achieve their goals. In addition, this position is responsible for developing customer relationship management and ensuring adoption and engagement with our platform.

Key Responsibilities:

• Build and maintain strong relationships with customers, serving as their primary point of contact for all issues related to our products and services.
• Establish a trusted advisor relationship with customer stakeholders and executive sponsors to drive the value of OnBoard.
• Understand customer business goals and objectives to ensure that clients derive maximum value from their investments in OnBoard and fully utilize the services on an ongoing basis.
• Onboard new clients, ensuring a smooth transition and setting clear expectations for service delivery and support.
• Develop a deep understanding of the platform features and solutions to ensure customers are leveraging the platform’s functionality to its fullest potential.
• Monitor customer usage to track adoption, opportunities for optimization, expansion, and at-risk early warning signs. Monitor client accounts and provide proactive support and guidance to ensure their ongoing success.
• Proactively engage with existing customers periodically to promote customer relationships and ensure satisfaction with our product.
• Serve as the voice of our customers cross-functionally, providing feedback and insights internally.
• Conduct regular business reviews with clients to assess satisfaction, gather feedback, and identify areas for improvement.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure client needs are being met.
• Identify opportunities for growth and expansion within existing clients accounts.
• Help develop and update training documentation, presentations, and content that will help onboard new customers and provide continued value to all customers.
• Work closely with our sales, product, marketing, and engineering teams to develop and prioritize the customer experience.

Skills and Experience Needed:

• Bachelor’s degree in business, marketing, or a related field, preferred.
• 1-3 years of experience in a customer-facing role at a technology solution managing customer engagements or account management role.
• Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
• Experience with cross-functional collaboration including Sales, Marketing, Support, Product/Development, and other internal teams.
• Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner.
• Ability to manage customer conversations at all levels, including direct or indirect negotiations.
• Ability to work independently and manage multiple client accounts simultaneously.
• Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.
• Excellent verbal, written, presentation and project management skills.

Competencies

Accountability

Adaptability

Building Partnerships

Business Acumen

Creating an Inclusive Environment

Customer Focus

Dealing with Ambiguity

Driving for Results

Initiating Action

Influencing

Managing Conflict

Planning and Organizing

Technical/Professional Knowledge/Skill