Customer Success Associate
10 hours ago
Job Summary
Outmarch is a fast-growing retail startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. Were specifically looking for a customer success specialist who will roll up their sleeves and lead a team from inside the trenches.
As a key member of our leadership team, you will help craft the companys customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.
Objectives of this Role:
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
Maintain and develop customer success strategies and best practices, as well as customer support content.
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learning.
Maintain existing customer success metrics and data as directed.
Responsibilities: Owns the overall relationship with customers.
Builds relationships with customers to become a trusted advisor, oversee adoption of Outmarch products and services, and continually promote best practices.
Accelerate the contract renewal process and ensure customer satisfaction.
Manage customer onboarding process.
Own the quality of product and provide feedback to the development team.
Build test plans to ensure product test coverage.
Help troubleshoot product issues.
Create and update Customer Success Playbooks.
Actively monitor implementation success, identify areas for improvement, and strategize with leadership and cross functional teams advocating for the customer.
Accurately maintain a forecast of renewals and a dashboard of customer status.
Answers, evaluates and prioritizes incoming telephone & email requests.
Resolve conflicts and provide solutions to customers promptly.
Assist in driving cross-departmental resolution handling to prevent larger issues.
Collaborates with sales staff to ensure growth attainment and increased footprint.
Work with marketing and sales staff to gather data elements for sales enablement content.
Qualifications:
Bachelors degree
1+ years prior experience in renewals, account management, customer success, or another client-facing role in a software company, preferably Software as a Service (SaaS)`
Strong oral and written communication skills.
Strong leadership skills
Ability to handle a heavy workload and multiple projects with frequent interruptions.
Prior experience communicating and strategizing with stakeholder level primary contacts.
Must be comfortable working in a fast-growing startup SaaS environment.
Experience working with cross-functional teams (e.g. Sales, Engineering, Marketing, Services)
Strong attention to detail and time management
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