Customer Success Associate

About the Role

As a Customer Success Associate, you will support and manage the customer lifecycle more comprehensively, taking on a proactive role in ensuring customer engagement and satisfaction. You will act as an essential resource for troubleshooting and enhancements. This is a hybrid position, requiring work 3x per week in-office at 2875 Michelle Drive, Irvine, CA 92606 (typically Tuesday-Thursday).

Key Responsibilities

• Proactively support the onboarding process for new customers.
• Address and resolve a broader range of customer inquiries and issues.
• Assist with customer renewals and upselling opportunities.
• Monitor and analyze customer performance and engagement data.
• Provide intermediate-level training and guidance to customers.
• Ensure implementation schedules, targets, and budgets are met.
• Collaborate with internal teams on customer feedback to improve products/services.
• Document detailed customer interactions and updates in CRM.
• Identify potential areas for service/product improvement based on customer feedback.
• Maintain and enhance strong client relationships.

Requirements & Tech Stack

• Enhanced Communication: Improved verbal and written communication capabilities.
• Intermediate Problem-Solving: Ability to tackle a wider range of issues.
• Analytical Skills: Basic analytical skills to track and interpret customer data.
• Technical Proficiency: Stronger understanding of products/services.
• Advanced CRM: More proficient use of CRM tools for streamlined customer management.
• Customer Focus: Deepened empathy and focus on customer needs.
• Collaboration: Enhanced team collaboration and coordination.
• Feedback Implementation: Ability to implement customer feedback effectively.

Compensation

• Base Salary: $41,100.00 - $68,900.00 USD
• This role is eligible for Bonus.
• Compensation range listed is based on primary location. Actual base salary offer is influenced by factors including but not limited to skills, experience, and actual hiring location.

Additional Information

• Employees must obtain a FinCEN ID within 7 days after the first day of employment and comply with all requirements of the Corporate Transparency Act.