Client Success Associate

**Benefits we offer**:
We believe wholeheartedly that taking care of our team is one of the most impactful things we can do. That's why we offer outstanding benefits.

Competitive Compensation

Health Insurance

Paid Maternity/Paternity Leave

401K Matching

Paid Time Off

Paid Holidays

Remote Positions

Flex Time

Inclusive and International Teams

**Overview**:
**Who Are You?**:
You enjoy working with technology and new systems to improve business processes. You are ambitious and look to improve your skills and grow in a fast-paced environment continuously. In addition, you have a knack for creating strong relationships with customers and have a sales mindset.

**Responsibilities**:

- Work independently in the role of Client Success Associate
- Coordinate with geographically distributed teams and customers
- Onboard new customers and help them get started with the product or service
- Listening to customers' needs and working with other internal teams to provide solutions
- Document customer interactions with details of the interaction along with action items and dates
- By identifying potential problems with customers' accounts and communicating with them in addition, you resolve issues
- Capture customer feedback and act on any problems in a prompt manner
- Identify likely customer escalations and raise proactive escalations to delivery teams/management
- Identify new opportunities within existing accounts by up-selling and cross-selling Kensium's services
- Ensure that licenses, contracts, and SOWs are renewed promptly, ensure clients are on the latest versions (upgrading when applicable), are on the appropriate support plans - positioning higher-level plans where applicable
- Stay up to date on OEM solutions handled by Kensium as well as Kensium's product portfolio and educate the client as needed
- Support Kensium's Finance team on pending Accounts Receivables as needed
- Focus on customer retention and life-time-value at all times
- Adhere to CSM revenue targets - both Retention and Growth

**Requirements**: Must have a 4-year bachelor's degree or a 2-year master's degree.
- Industry Knowledge in at least one of the following: Ecommerce or ERP
- Prior experience managing commerce or software development-related service businesses in ecommerce, distribution, retail, etc., is a plus.
- Significant client-facing experience
- Experience with geographically distributed teams and North American customers
- Proficient in Office Tools4-6 years of experience in IT services Sales and Account Management
- Excellent soft skills and a propensity for relationship building
- Passion for customer service with an innate sense of kindness and empathy for customer's needs and requirements
- Outstanding leadership, communication (written and oral), and interpersonal skills with the ability to facilitate and influence the direction
- Strong organization, communication, negotiation, and presentation skills
- Excellent problem-solving and analytical skills
- Must be able to manage their time efficiently to meet deadlines and achieve results
- Understanding business financials and their impact on scope, run-rate, deadlines, productivity, viability, and recognition of risks.
- Affinity for learning with a deep personal commitment to continual improvement.
- Holds self to the highest levels of professional code of conduct, ethics, and values, presenting accurate information at all times.
- Self-driven, self-motivated, and well-prepared to thrive and scale

**Nice To Have**:

- Experience working with US-based customers
- Good knowledge of tools like JSM, HubSpot, Project Planning Software, etc.
- Prior experience in sales
- Please remember that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that the employee needs. In addition, duties, obligations, and activities may change at any time, with or without notice.

**Submit your cover letter and resume to**: