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.

We know there's no such thing as a "perfect" candidate - we're all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don't meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity 

We are seeking an enthusiastic, customer success focused professional to work with the Customer Success Team. In this role you will oversee all aspects of projects and support for assigned accounts. This role will be interacting directly with customers, Poppulo executives and leaders of other departments. This role has a significant impact on the customer experience with Poppulo and can affect retention. It will require project management expertise, time management skills and attention to detail, teamwork and desire to deliver excellent customer service.   

Core Responsibilities 

You will be supporting multiple client account portfolios. As such, this position will work closely with a small team and needs to occasionally step into other team roles, which may include tasks related to the functionality and appearance of visual communication solutions, delivering customer training and implementing visual communication networks. 

• Develop relationships across the portfolio of accounts to drive value for all customer on their journey  
• Continually seek out opportunities to increase customer satisfaction and deepen client relationships.  
• Perform proactive issue and risk monitoring for trends and resolution  
• Address majority of client issues and resolve problems to client's satisfaction  
• Adopt and use digital technologies to the impact 
• Serve as the first line of escalation for support issues  
• Assist in defining client standards and process for new projects and product deliveries  
• Drive clients toward contract renewals through effective relationship management  
• Identify opportunities for improvement, make constructive suggestions for change, and positively contribute to client operations.  
• Working closely with the Customer Success Managers (CSM) and/or other members of the Customer Success team to determine and implement needs as required by evolving process strategy and client scope  
• Provide weekly detailed status reports where applicable  
• Identify sales opportunities for account growth and retention  
• Contribute to team building and knowledge sharing opportunities 

What we're looking for: 

• Strong written and verbal communication skills 
• Strong analysis and problem-solving skills 
• Ability to learn custom software packages and products quickly 
• Demonstrated ability to communicate effectively using both oral and written skills both 

Our ideal candidate will also: 

• 5+ years' experience in Project Management, SW Delivery, Customer Experience/Resource Mgt. 
• Bachelor's degree in related field or equivalent experience 
• Experience with Salesforce – creating reports, dashboards, metrics. 
• Excellent time management and multi-tasking skills 
• Great attention to detail and excellent decision-making and problem-solving skills 
• Ability to work independently and as part of a team 
• Ability to manage and prioritize multiple competing priorities 

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.

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