Customer Success Associate

**Introduction**

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?

At Poppulo, we're working on what's next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers.

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

**Job Summary**

This position oversees all aspects of projects and support for assigned account portfolios. This role interacts directly with customers, the customer success team, internal executives and leaders of other departments. This role has significant impact on the customer experience with Poppulo.

**Primary Responsibilities**:

- Address majority of program/client issues and resolve problems to client's satisfaction
- Perform proactive issue and risk monitoring for trends and resolution
- Serve as the first line of escalation for support issues
- Assist in defining client standards and process for new programs and product deliveries
- Assist in estimating new programs or changes to program scope
- Provide input to client Forecasting for Revenue and Resource planning
- Continually seek out opportunities to increase customer satisfaction and deepen client relationships.
- Identify opportunities for improvement, make constructive suggestions for change, and positively contribute to Programs.
- Provide weekly detailed status reports
- Identify sales opportunities for programs
- Contribute to team building and knowledge sharing opportunities
- Working aligned to the company's values, in the promotion of an inclusive workplace, and in the achievement of our company vision and key strategies

These primary responsibilities are not intended to be an exhaustive list of tasks associated with the job.

**Requirements for Success**:

- 3+ years' experience in Customer Experience/Customer Success / Upsell & cross sell Resource Management.
- Strong written and verbal communication skills
- Strong analysis and problem solving skills
- Experience with hardware and software troubleshooting
- Ability to learn custom software packages and products quickly
- Experience working with array of external client resources from Project Managers, IT resources, and other departments including clients' senior management teams
- Great attention to detail and excellent decision-making and problem-solving skills
- Demonstrated ability to communicate effectively using both oral and written skills both internally and with customers
- Ability to work independently and as part of a team
- Ability to manage and prioritize multiple competing priorities
- Excellent time management and multi-tasking skills
- Ability to collaborate cross functionally
- **_Willing to work in shifts_**

**Who We Are**

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that's on the move.

We live the Poppulo values each day, as they are key to everything we do.
- **Bring Your Best Self**
We show up authentically, are self-aware and always strive to be better.
- **See it. Own it. Solve it.**
We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.
- **Together We're Better**
We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.