Customer Success Associate
1 week ago
We have successfully supported over 100 customers across more than 15 industries, facilitating access to providers with a combined $50M+ in Annual Recurring Revenue (ARR).
For more information, please visit our websites:
We are seeking a dedicated and data-driven Customer Success Associate (CSA) to join our team. In this role, you will focus on improving the overall customer experience by managing key performance indicators (KPIs) such as Sentiment Analytics, Engagement Scores, and Request Completion SLAs. The ideal candidate will be proactive in identifying opportunities for improvement and driving positive change in customer relationships.
Monitor and Analyze KPIs: Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs. Use data-driven insights to drive customer success strategies and ensure customer satisfaction.
• Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
• Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.
• Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
• Identify trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies that drive a positive customer experience.
• Cross-Functional Collaboration: Work closely with the Product, Support, and Sales teams to align customer feedback and performance data with ongoing product development, feature enhancements, and support processes.
• Deliver regular training and resources to customers based on their needs and product usage data to ensure they are maximizing the value of the product.
• Escalation & Issue Resolution: Identify and address customer issues in a timely and effective manner, working with relevant teams to resolve critical customer concerns and ensuring an optimal experience.
• Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system. Regularly report on KPI trends,
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