About This Role
An Associate Customer Success Specialist helps build client relationships to promote retention and loyalty. This individual works closely with clients to ensure their satisfaction with services and to improve areas of dissatisfaction.
Responsibilities
- Support retention and growth among our most valuable customers by understanding their business needs and helping them succeed
- Understand customer outcomes by communicating with customers, analyzing customer use metrics, and gathering other feedback as necessary
- Support successful roll-outs of product features to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Identify opportunities for customers to act as product advocates (e.g., testimonials, case studies)
- Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
- Coordinate with internal teams to obtain the resources and support needed to address customer needs and requests
- Represent the voice of the customer to provide input into the core product, marketing, and sales process
- Collaborate closely with team members
- Support renewals and expansion opportunities
- Collaborate with the Product Team to identify opportunities for platform enhancement per customers
- Gauge customers levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Develop expertise in all products and solutions that Network for Good provides and be able to train and clearly explain the benefits and functionality of each solution
Requirements
- 5+ years in a Customer Success, Relationship Management, Account Management, or similar role for a software product
- May be required to have a valid driver's license
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help our customers reach their goals
Important Details
- Supervisory responsibilities: None
About the Company
SBM Management Services, LP offers comprehensive benefit packages.
