Customer Success Associate

April 27

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JobGet

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The Home of America's Workforce.

51 - 200

💰 $12M Debt Financing on 2022-06

Description

• As the Customer Success Associate, you'll drive Customer retention and upsell strategy. This role is critical to ensuring customer satisfaction, product adoption, and expansion. You'll track the progress of our customer campaigns through the hiring funnel and make strategic suggestions on how to optimize. • Responsibilities: • Onboard Customers and serve as the main point of contact along with Sales for a book of accounts. • Present Weekly, Monthly, and Quarterly Business Reviews to customers. • Ensure that customer queries and issues are efficiently resolved while delivering high-quality support. • Monitor and analyze customer metrics and develop strategies for improvement. • Your strategies will be data-driven and will drive clear ROI. • Collect customer feedback regarding the product and support services and collaborate with product development teams to drive product enhancements. • Address escalated customer support issues and collaborate with relevant teams for prompt resolution. • Work closely with other departments, such as sales and engineering, to meet customer needs. • Knowledge Base Building and Maintenance: Ensure that the support knowledge base is up-to-date and provides insights for content improvement. • Reporting: Regularly report to senior management on team performance, customer feedback, resolution, retention, and expansion metrics. • Documentation: Develop documentation for the customer success team to build a repository of training documentation, process, and product guides. • At JobGet, we're always learning and evolving our strategy. The successful candidate will be data-driven, have product marketing skills, and be strategic. You're not expected to come in and use an existing playbook; you'll be building it.

Requirements

• You're familiar with job advertising and have experience with programmatic buying. • You're great at navigating through multiple teams that may include client stakeholders, internal stakeholders, and the client's technology partners. • You approach problem-solving with an analytical mind, thrive in ambiguity, and can drive clarity for the border team. • You identify areas of improvement in current processes in service of the team moving quicker and delivering value to our customers. • You have excellent presentation skills and, ideally, a sales background. You can translate and communicate customer sentiment. • You have a proven track record of translating and communicating customer sentiment and needs to internal business and product stakeholders to inform product improvements. • You are comfortable with identifying and creating an upsell strategy and understand the nuances of how sales and customer success partner. You've managed mature client relationships without sales, demonstrating the ability to retain clients while knowing when to upsell or cross-sell. • You're data-driven and ensure that decisions are not made based on assumptions. You report weekly updates in a data-driven way.

Benefits

• Flexible time off • Remote-first work environment - WFH • Flexible work hours • Medical, dental & vision - affordable employee and dependant plans • Parental leave - 12 weeks of fully paid leave • Employee stock options at a fast-growing startup • High happiness & belonging employee ratings • Awarded "2022 Best Place to Work" by INC. Magazine for exemplary manager effectiveness, perks, employee growth, and overall company culture