Senior Customer Success Associate

November 13

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Appficiency Inc.

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Enterprise • SaaS • Transport

Appficiency Inc. is a global, award-winning NetSuite Alliance Partner and SuiteDeveloper Network Partner, specializing in NetSuite implementations, project rescues, customizations, integrations, and support services. Known for building the first NetSuite for Construction bundle, Appficiency offers tailored solutions across industries such as Construction, Manufacturing, Transportation & Logistics, Advertising, Media, and Publishing. The company develops SuiteApps built natively in the NetSuite platform to enhance functionality and meet specific industry needs. With a focus on delivering scalable and flexible software solutions, Appficiency is committed to helping businesses succeed by leveraging their technology systems more effectively.

51 - 200 employees

🏢 Enterprise

☁️ SaaS

🚗 Transport

📋 Description

• Lead the onboarding of new customers and partners, guiding them through product setup, configuration, and best practices for using Microsoft 365 and NetSuite offerings. • Deliver or coordinate comprehensive training sessions to ensure customers and partners are confident in using our products effectively. • Build and maintain strong, trust-based relationships with customers, acting as their primary point of contact and advocate within SnapOn Software. • Proactively monitor customer health and engagement, conducting regular check-ins, analyzing usage trends, and addressing potential issues before they escalate. • Troubleshoot and resolve functional or process-related issues; collaborate with Technical Support on more complex technical cases, ensuring timely resolution and clear communication. • Support the Sales and Customer Success teams with product demos, reviews, and expansion opportunities to enhance customer value. • Maintain accurate and organized customer documentation, including success plans, issue logs, and usage reports. • Gather, document, and communicate customer feedback to internal teams to drive continuous improvement of our products and services. • Mentor and support junior team members, sharing knowledge, reviewing work, and contributing to their professional development. • Assist in refining customer success materials including user guides, training resources, and knowledge base articles.

🎯 Requirements

• 3–4 years of experience in Customer Success, Account Management, or Product Support, ideally within a SaaS or technology-driven organization. • Bachelor’s degree or diploma in Business, Information Systems, or a related field, or equivalent experience. • Strong working knowledge of Microsoft 365 and/ or NetSuite platforms. • Demonstrated ability to manage customer relationships independently, handle escalations, and drive positive customer outcomes. • Excellent communication and presentation skills, able to engage both technical and non-technical audiences. • Strong analytical and organizational abilities, with experience using data to identify trends, track adoption, and inform actions. • Proven problem-solving and troubleshooting skills, with a proactive approach to identifying and resolving customer challenges. • Experience creating or refining training and enablement content such as guides, FAQs, and videos.

🏖️ Benefits

• Professional development opportunities • Work with international teams and clients • Equal opportunity employer • Flexible work arrangements