Senior Customer Success Associate

il y a 22 jours

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Appficiency Inc.

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Enterprise • SaaS • Transport

Appficiency Inc. est un partenaire mondial primé de l'Alliance NetSuite et du réseau SuiteDeveloper Partner, spécialisé dans les implémentations NetSuite, les sauvetages de projets, les personnalisations, les intégrations et les services de support. Réputée pour avoir créé le premier package NetSuite pour le BTP, Appficiency propose des solutions adaptées à des secteurs tels que le BTP, la fabrication, le transport et la logistique, la publicité, les médias et l'édition. L'entreprise développe des SuiteApps construites nativement sur la plateforme NetSuite pour améliorer les fonctionnalités et répondre aux besoins spécifiques de chaque secteur. Avec un accent sur la fourniture de solutions logicielles évolutives et flexibles, Appficiency s'engage à aider les entreprises à réussir en exploitant plus efficacement leurs systèmes technologiques.

51 - 200 employés

🏢 Entreprise

☁️ 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.

🎯 Exigences

• 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.

🏖️ Avantages

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