What are the responsibilities and job description for the Customer Success Associate position at PFL Tech. Inc?
At PFL a Vomela Company, every role opens a path to grow because your potential fuels our progress. Take pride in being part of a company thriving on the global stage, where our people create immersive brand experiences that leave a lasting impression. Here, you’re not just an employee; you’re an owner with a real stake in our success. Our strength is our people: a global team turning collaboration into extraordinary results.
Job Summary:
Customer Success Associates are accountable for managing PFL’s MarTech customer base, delivering customer success through outstanding execution, communication, and teamwork.
Schedule: Monday-Friday regular business hours
Hourly Rate of Pay: $25.00--$26.00/hour
What You Will Do
- Provide outstanding day-to-day customer service via phone and email
- Attend team huddles to discuss team workload and priorities to ensure customer success
- Manage customer inventory levels to minimize disruption of service due to insufficient inventory without overstocking
- Perform duties necessary to launch new campaigns on time for customers, including but not limited to: timeline management through clear communication, program administration, procurement of physical items, production oversight, and facilitation of customer testing.
- Maintain open communication with Customer Success Managers regarding customer needs, new opportunities, customer problems, and how we will deliver success to each customer
- Generate and deliver periodic reports to customers
- Document customer-specific processes in Standard Work
- Create, participate in or manage one-off projects as directed
- Work effectively with all areas in the company to ensure customer success
- Contribute to continuous process improvement within the team and within Customer Success
What Success Looks Like: Successful Customer Success Associates:
- Ask thoughtful questions before proposing solutions
- Take initiative to recommend improvements instead of simply fulfilling requests
- Are energized by goals, performance metrics, and continuous improvement
- Build trust by understanding customers’ business, not just their project specifications
- Combine relationship-building with accountability for results
Qualifications
- 2 years customer service experience and a proven passion for customer success.
- Deals effectively with ambiguity and situations where there is not a single “right” answer
- Dynamic, self-motivated, high-energy team player who inspires others
- Demonstrates resilience in the face of adversity
- Willing to give and receive feedback to improve performance of self and others
- Identifies and analyzes significant problems and opportunities
- Recommends innovations that result in changes to existing services, procedures, and policies
- Evokes trust from others by keeping commitments and adhering to high ethical standards
- Impeccable attention to detail
- Sets high “stretch” standards of performance for self and all co-workers
- Accurately assesses the opinions and feelings of others; patient, empathetic, listens actively
- Demonstrates consistent logic, rationality and objectivity in decision making
- Familiar with basic business and accounting concepts
- Demonstrates basic adherence to project management principles and use of project management software
- Represents PFL/Vomela and the values we stand for: CARES ( Commitment, Accountability, Respect, Excellence, Service)
Essential Functions:
Proficient in navigating both internal and external software systems. Demonstrates the ability to use various software platforms efficiently and effectively including but not limited to:
o ADP/Timeclock
o PFL Database
o Microsoft Products
o Confluence
Execute physical tasks required to successfully perform CSA position such as standing/sitting for 8–hour shifts. Occasionally lifting, and transporting objects weighting up-to 20 pounds
Variety of functional movements including grasping, lifting, carrying, pushing, pulling, reaching, twisting, bending, stooping, climbing, and more.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
Salary : $25 - $26